« 1 émotion vécue vaut 1000 promesses perçues », le Syndrome du Burger

Le syndrome du burger illustre l’influence des émotions sur l’expérience client. Vous connaissez le burger qui ne correspond pas à la publicité.  Le syndrome du burger symbolise l’écart ressenti entre la promesse perçue et l’expérience vécue qui s’impose comme la principale source des émotions partagées par les clients. EXPÉRIENCE VÉCUE & PROMESSE PERÇUE Le syndrome du burger symbolise l’écart entre : la[…]

Customer experience involves the emotion of purchasing process.

According to an article published on powermore.dell.com By Daniel Newman. Starting with mapping of customer journey, improving the customer experience involves the consideration of psychology and emotion of the purchasing process and not just the rational dimension. Increasing emotional appeal to the consumer naturally facilitate the customer experience, and this allows to discover great opportunities unexplored.[…]

“Happy to Be Hooked: Design, Emotion and the New Customer Experience”

Written on January 20, 2016 by Fiona Soltes on NRF.com Chris Bye, entrepreneur and customer experience strategist opened a Retail’s BIG Show session called “Happy to Be Hooked: Design, Emotion and the New Customer Experience” with a photo of Draper and a charge to “look at the world through a new lens.” That lens requires looking at and understanding[…]