A divine digital era

A divine digital eraIt’s too late to backtrack now. We’re in too deep. We have officially thwarted the laws of nature and defied the Gods. We are condemned to carry the weight of our stilted visionary outlook on life. We mustn’t quiver, but kneel proudly and endure the consequences of our actions, akin to Atlas, sentenced to bear Uranus on his shoulders for leading the Titans in the Titanomachy war against the Gods. That being said, defying the Gods has led both the Titans and us, mere mortals, to a glorious victory. The man-fabricated digital era has revolutionized our primal state into a god-like status. We know all, see all, do all, anytime, anywhere.

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Pokémon Go: A new dimension to customer experience!

Pokemon GoYou’ve probably heard of the Pokémon Go phenomenon occurring as I write. If you haven’t, shame on you! Just kidding.. Well guess what? You can use this trend for inspiration for your customer experience strategy. Yup, really!

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To chat or not to chat? That is the question…

To chat or not to chatSince the dawn of time, mankind has sought ways to better communicate, no matter the challenges at hand. He has grunted, mimed, talked, used body language, sign language, paralanguage; he has scribbled, sketched, written, typed, texted and tweeted. As the Shakespearian voice fades away and is replaced by a not-yet identifiable spoken language,  the written word has taken an unforeseeable spin. The NICT (New Information and Communication Technologies) have made it possible for us to speak, instantly, with a trained professional, through typing or texting, to get information on a desired product or service. Click-to-chat has revolutionized our shopping experience with immediate personal assistance. However, most of us regress to our primitive state when faced with a new high-tech product or service. We stare at it, slowly slide forward, gently tap it before rushing back to our observation post. This article exposes the state-of-the-art creature so you can make an informed decision as: “To chat or not to chat?”.


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5 ways to give your CX game plan the kick it needs

CX game planA loud brouhaha, a field greener than green, painted faces and waving flags. The whistle blows and kicks-off the game! The UEFA Euro 2016 has caused a sweet frenzy in the air as thousands of fans around Europe gather in hopes of seeing their country reach the finals. All eyes are on the players, who secretly look to their coaches for guidance. The latters are perfecting their game plan to ensure a victory. You can do the same! Use these 5 tips to polish your customer experience strategy!

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How to rationally play on a customer’s emotions?

Play on a customer's emotionsEmotions are part of our human nature. They’re personal, yet common to all. Their stream is constant and unpredictable; subject to tormented waters despite a rationalization of the situation. Shakespeare, Racine, Goethe and many others converted these emotional roller-coasters into theatrical plays appreciated worldwide. The overflowing media has been depicting its own reality for years by playing on people’s emotions. Why not also use our inherent passions to your advantage?

In The Prince, Machiavel reveals how to govern others’ passions to keep one’s power. His advice is geared towards princes. However, the 16th-century Princedoms can also apply to corporations. Keep your customers’ loyalty by owning their emotions.

In his treatise Passions of the Soul, Descartes identifies six “primitive” passions: wonder, love, hatred, desire, joy and sadness. Each one of these emotions can be rationally used to increase brand awareness, conversion rates and customer retention.

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