5 Ways Food Service Providers Can Capitalize on New Year’s Resolutions
It’s hard to believe that a New Year is upon us again. Yet here it is, signifying change and bringing with it resolutions meant to enhance our lives. As is customary, two of the most popular...
View Article3 Ways to Become More Patient-Centric in 2014
In April 2013, the launch of the Friends and Family Test (FFT) prompted all NHS acute trusts to take another step forward in becoming more patient-centric, pushing them toward a consistent measure of...
View ArticleMany Happy Returns? A Guide to Shopper Loyalty After the Festive Season
The festive season may be over but the end of the busiest shopping season is not yet in sight for retailers. The January sales are in full swing, with brands vying for the attention of consumers on the...
View ArticleHow to Deliver Great Multi-Cultural Customer Experiences
How do companies expanding into international markets maintain their focus on putting the customer at the heart of the business across widely different markets? In the second part of my blog, I share...
View ArticleDealing with Post-Holiday Retail Blues… And Lack of Sales
The good news is that holiday rush is over. The better news is that, according to First Data Corporation’s First Data SpendTrend analysis, spending growth was strong in December as shoppers were more...
View ArticleLessons Learned From NRF’s 2014 Big Show
I had the pleasure of attending NRF’s 2014 Big Show a couple of weeks ago. This year seemed different to me. The focus of the event appeared to have a deeper functional feel (and less “pretty girl”...
View Article4 Ways to Add Some Love to Your Guest Experience this Valentine’s Da
Valentine’s Day falls slightly behind Mother’s Day as one of the busiest days of the year, with the National Restaurant Association (NRA) having estimated in previous years that as many as 70 million...
View Article4 Ways to Add Some Love to Your Customer Experience this Valentine’s Day
When it comes to Valentine’s Day, couples all over the world take the time to search for a special gift not only for their beloved, but for friends, coworkers, teachers and others that play an...
View ArticleHow to Engage & Motivate Staff Using Customer Feedback
Location managers have a lot to think about while on the job: inventory, shift scheduling, sales reports, hiring, training, filling in for missing staff responsibilities, and the list goes on. Amidst...
View ArticleSo, You’ve Collected Customer Feedback. Now What?
Today’s consumers are looking for more than an average customer experience. They are actively seeking out opportunities to build relationships with the brands that matter to them. In return, the best...
View ArticleMum’s The Word: Tips To Create A Special Customer Experience This Mother’s Day
When it comes to Mother’s Day, people all over the world take the time to search for a special gift for the person who has played such an important role in their lives. While this day of love and...
View ArticleSix Ways Tablets Are Changing Restaurant Customer Experience
After selecting our restaurant of choice, we lined up, dreading the wait. As we made our way through the line-up, I was pleasantly surprised to see an employee of the fast food restaurant half way...
View ArticleGoing Beyond Omnichannel in the “Shoppertainment” Era
Omnichannel has become more than just a buzzword—it’s a reality for aggressive retailers interested in creating brand differentiation through a seamless shopping experience across all channels and...
View ArticleNHS Friends And Family Test One Year On – A Happy Birthday?
The calls to improve the experiences of NHS patients have shown no sign of quieting down since the Friends and Family Test (FFT) was launched a year ago, and it seems unlikely that anyone will be...
View ArticleNew Strategies For Measuring And Increasing Staff Advocacy Are Key To...
Findings from the Friends and Family Test which was introduced last year, and recommendations from the Francis report that staff views could provide an important test of quality of care, has lead to a...
View ArticleDon’t Bank On The Weather – But Great Customer Experience Will Always Pay Off!
A recent report reveals many Brits consider eating out at a high-end restaurant an experience worth paying for and are as likely to save up for fine dining as for a holiday. This is good news for...
View ArticleCustomer Surveys in the Social Media Age
We’ve come a long way since lengthy paper surveys were first introduced to gather customer feedback. Technological developments over the decades have transformed the way that brands interact with, and...
View ArticleSeven Ways Tablets Are Changing Restaurant Customer Experience
With consumers increasingly carrying technology around in their pockets, brands have the opportunity to communicate with customers more frequently, and savvy brands are using technology to improve...
View ArticleOne Size Doesn’t Fit All When It Comes To Designing Great International...
With more than 25 years of experience in global research design and implementing multinational, multichannel customer insight programs, Nan Russell, head of our new Global Centre of Excellence, offers...
View ArticleDon’t Bank On The Weather – But Great Customer Experience Will Always Pay Off!
A recent report reveals many Brits consider eating out at a high-end restaurant an experience worth paying for and are as likely to save up for fine dining as for a holiday. This is good news for...
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