In this blog, employee and customer experience researcher Rick Harris explores some of the attractions and challenges of the digital workplace. In particular, he suggests solutions for how to embrace digital efficiency without losing the personal connection of trust across employees, customers and brand communication.
Read MoreThe 2010 Eyjafjallajökull volcano eruption caused huge disruption around the world. Companies' response to customers caught up in the crisis can teach us a lot.
Read MoreWhilst innovation can come from completely new customer research, it's well worth considering fresh ways to re-invent the insight you already have. By combining new insight with existing initiatives, firms have the opportunity to create additional value, both to the business and its customers.
Read MoreJust seeking to hold on to customers isn’t enough in today's highly competitive world. So this post highlights simple way to use segmentation to improve customer loyalty. Why? Because many more customers change their behaviour than defect altogether.
Read MoreThe customer experience of the music festival Glastonbury is famous. Or should that be infamous? Whether its legacy will be mud or music is debatable. But the rise of challenger summer festivals is showing how the customer experience is becoming the key factor in choosing where to go.
Read MoreLast week saw the much-awaited report by retail guru Mary Portas, offering ways to reinvigorate Britain's ailing High Streets. Aside from a few small gems, we felt it missed a Big Idea, so we have one of our own to share instead.....
Read MoreIn recent years, behavioural science has held that people can be given a gentle 'nudge' to act in more positive ways. But we believe rewarding behaviour requires a firmer hand. And a broader audience.
Read MoreIn the first of a short series of customer experience design blogs, I'm going to address a old favourite for this time of year - the Resolution. But with a twist. It's a challenge to set a New Year's First Impression. This blog is a short guide to why it's important and how to get started.
Read MoreEthnographic thinking allows so-called 'off-topic' data to become the most valuable insight - the ‘cultural-glue’ that uncovers an “ecosystem of observations”.
Read MoreThese days, it seems every company has rewritten its brand values to be ‘all about the customer’. But how can we actually tell if a company means what it says?
Read MoreRail ticketing has always been about asking the passenger where they’re going.But from now on, it should not need to ask. It should know. Here's why....
Read MoreI had an interesting lesson today, delivered by Virgin East Coast. They taught me that like customer service, a conscious lack of service takes conscious effort
Read MoreWhile the style of customer journey maps may vary, their most-often made mistake is universal - a failure to centre the journey on the customer themselves.
Read MoreCustomer Faithful's Rick Harris will be making two presentations at the Pfizer Lifelines seminars on March 14th, showcasing some of the techniques and findings from projects undertaken within the Pfizer Lifelines programme since 2010.
Read MoreIt's very cool to frame your brand as an 'experience' these days. But what does it actually mean? Here's how we recognise and 'test' an experiential brand.
Read MoreThe principle of patient-centred care may seem obvious, but in fast-paced healthcare settings, they can still be overlooked. It's time to learn to listen again.
Read MoreLululemon has been a standout success in US retail over the last decade. But after a customer experience disaster that cost the firm millions, can the yoga brand recover? And what CX lessons can we learn from it?
Read MoreWhen designing new products & services based on a customer journey map, organisations need to look beyond customer ideas and focus instead on the job to be done
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