Scott Davidson

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Scott is an enabler, using his #Research skills & tools, combining with his #CustomerService experience and #Complaints knowledge to help client understand the quality of #CustomerExperience delivered, how this emotionally impacts customers and influences their future behaviour - and, possibly more importantly, what customer expectations are where opportunity for improvement lies in order to meet / exceed these expectations. He uses Qualitative and Quantitative research techniques to explore, understand and map Customer Journeys during service interactions, then statistical analysis to establish what positively (and negatively) impacts the Customer Experience. Scott is a firm believer ...

#customer journey mapping #customer experience #service design #customer effort #emotion customer research complaints handling customer loyalty complaints management customer effort score customer effort

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Scott Davidson

Présentations

How reducing customer effort raising & resolving a complaint can drive customer loyalty

Documents

Customer Journey Mapping brochure - April 2017

J’aime

Messenger Marketing & Chatbots: How To 10x Sales & Leads Before Your Competitors

Dan Bennett - How to use Behavioural Insight to change people’s behaviour

What's Next for Behavioral Science II

What's Next: Behavioral Science Applied

Brands That Do: Building Behavior Brands

BeyondCurious: Managing Agile Research

Cristina de Balanzo and Jeff Bowerman Festival of NewMR 2017

Fan Engagement (Sport) - Workshop and Case Studies

Fan enablement, not engagement by 383

What Is Customer Effort Score and How Do You Measure CES?

Customer Journey Mapping and CX Research

How to Pitch B2B