Don’t Bank on the Weather—But Great Customer Experience Will Always Pay Off!
While meteorologists argue over forecasts for May, recent glimmers of warmer weather have increased our hopes for a sunny spring and a repeat of last summer’s heat wave. With two bank holidays to look...
View ArticleThe 4 Keys to Voice of the Customer Success: Key #3 – Action at the Location...
We are now on Part Three in this four-part series on VoC success. Check out the first two keys now if you missed them earlier: 1. Get full executive sponsorship and 2. Go beyond surveys to build an...
View ArticleEntrepreneur Article: Evolve or Die in the Age of the Customer
Entrepreneur was recently kind enough to lend me their Webspace for sharing some thoughts on business and customer experience in today’s market. I’ve been around long enough to see a pretty significant...
View ArticleRed Shoes Pillar #3: Stories
Every last person out there has their signature features—visible clues that tease out their story. It could be a glaring flaw or a glowing trait: a tendency to talk too fast, a flair for the dramatic,...
View ArticleThe 4 Keys to VoC Success: Key #4 – Continuous Evolution through Research &...
Welcome to the final part of my four-part blog series. So far, I have discussed getting full executive sponsorship, going beyond surveys to build an ongoing customer connection, and making feedback...
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 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 brands interact with, and learn...
View ArticleSeven Ways Tablets Are Changing Restaurant Customer Experience
The inexorable rise of mobile technology continues to shape the way we shop, dine out and use our leisure time. According to the latest figures from e-tail industry body IMRG and advisory firm...
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 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 ArticleIs Net Promoter Score Dead?
The Net Promoter Score® (NPS) and the wider ecosystem to which it belongs, the Net Promoter System®, have long been organizations’ preferred means of evaluating everything from employee and customer...
View Article5 Steps to Train Your Employees in New CX Initiatives
With over 15 years of experience in the customer experience (CX) space, I have seen multiple companies employ training efforts to get their employees involved in new CX programs and initiatives. I have...
View ArticleInMoment Acquires MaritzCX to Create Future of Work and CX Powerhouse
The relationships between customers and brands form the core of business success. How well are brands interacting with customers? Are they listening to customer feedback across various engagement...
View ArticleShopping for Experiences, Not Products: A Primer on Retail CX in the...
Retail customers’ primary objective used to be providing a great product, but as brand competition fiercens and consumer expectations rise, retailers need to find new, bolder ways to stand out from the...
View ArticleWhy Customer Experience Is Now Job No. 1 for CEOs
Job No. 1 for CEOs today is ensuring the company delivers a compelling customer experience. This laser sharp focus on the total experience must span the entire demand and supply chain and incorporate...
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