Articles by David Conway
12 Apr 2013
How emotionally designed experiences can improve customer loyalty
To emote is fundamental to being human. Evolution has equipped us with emotions as shortcuts to decision making. Like it or not, we are emotional beings, we react emotionally first then we apply rational thought later.
02 Aug 2012
CEM Success: Where to start?
Many organisations have customer experience initiatives, few have a truly joined up, integrated strategy uniting measures, systems, hearts and minds. In the first of a 5-part series, David Conway discusses how to mobilise your business to change.
19 Jul 2012
Command Performance: The 2012 USA Customer Experience Excellence leaders, now released...
Based on an audit of over 7,000 US consumers, Nunwood's 2012 Customer Experience Excllence program reveals the brands that lead the field. More importantly, it goes beyond rankings, using detailed text analysis to isolate the themes that turn 'brilliant basics' into 'magic moments'.