Personal Information
Organization / Workplace
Kilmarnock, United Kingdom United Kingdom
Occupation
I enable firms to improve #CustomerExperience & grow #CustomerLoyalty. See summary for more info on how I can help you
Industry
Education
About
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 ...
Tags
#customer journey mapping
#customer experience
#service design
#customer effort
#emotion
customer research
complaints handling
customer loyalty
complaints management
customer effort score
customer effort
See more
Presentations
(1)Documents
(1)Likes
(12)Messenger Marketing & Chatbots: How To 10x Sales & Leads Before Your Competitors
Kissmetrics on SlideShare
•
6 years ago
Dan Bennett - How to use Behavioural Insight to change people’s behaviour
Norsk kommunikasjonsforening
•
5 years ago
What's Next for Behavioral Science II
Ogilvy Consulting
•
6 years ago
What's Next: Behavioral Science Applied
Ogilvy Consulting
•
5 years ago
Brands That Do: Building Behavior Brands
Ogilvy
•
8 years ago
BeyondCurious: Managing Agile Research
Carrie Yury
•
6 years ago
Cristina de Balanzo and Jeff Bowerman Festival of NewMR 2017
Ray Poynter
•
7 years ago
Fan Engagement (Sport) - Workshop and Case Studies
Dan Strang
•
6 years ago
Fan enablement, not engagement by 383
383
•
8 years ago
What Is Customer Effort Score and How Do You Measure CES?
Kayako
•
8 years ago
Customer Journey Mapping and CX Research
Marc Stickdorn
•
8 years ago
How to Pitch B2B
Slides That Rock
•
9 years ago
Personal Information
Organization / Workplace
Kilmarnock, United Kingdom United Kingdom
Occupation
I enable firms to improve #CustomerExperience & grow #CustomerLoyalty. See summary for more info on how I can help you
Industry
Education
About
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 ...
Tags
#customer journey mapping
#customer experience
#service design
#customer effort
#emotion
customer research
complaints handling
customer loyalty
complaints management
customer effort score
customer effort
See more