Whilst 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 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 MoreCustomer Faithful's Rick Harris will be delivering his next 1-day course "Customer Experience Management - The Fundamentals" in Peterborough on Oct 3rd.
Read MoreEmployee engagement has become a hot topic in recent years. And with good reason, given the positive outcomes it can deliver. But how does a firm get started?
Read MoreTelecoms and Banking are two industries well regulated for consumer protection, and highly competitive. One might think that these two factors would ensure a strong focus on customer experience and satisfaction. But our own experience tells a different story. Here is what we learned.
Read MoreIt's standard business practice to have a clear view of who your target customer is. But don't let that get in the way of how you handle your customer experience, as this case study shows.
Read MoreIt goes without saying that customers want the services they use to work (whether they pay for them or are free). But a great customer experience is more than that, as this example from the world of Swiss rail demonstrates.
Read More‘Signature moments’ are particular features, built to typify a brand – to shine out as something distinctive, memorable, iconic even. Yet this article will argue that these much-vaunted signatures can too often substitute a higher goal – that of serving a customer’s individual needs with appropriately branded behaviour.
Read MoreWith so many people using smartphones and the apps that make them so appealing, is the creation of a customer service app the next big thing in customer experience? Our view is a provisional 'yes' - but it all depends on how the app is downloaded initially. For the lowdown, read on.....
Read MoreWhat do you do when your tried-and-tested marketing techniques aren't as effective in today's economy? Start by staying positive - here's how some of those negative trends can have silver linings if your mindset allows you to see them..
Read MoreRegular visitors to this site will know that we have a particular interest in Gen Y or the Millennial Generation, so we’ve been out in the run-up to Christmas, watching them shop, both in High Streets and malls, as well as on-line. What have we learned? Here are 5 clues to attracting Gen Y shoppers……..
Read MoreSmartphone apps continue to expand on a whole variety of platforms.But what makes an app really stick? By this we mean an app that earns its keep long-term and becomes a part of your life. We offer 3 tips for anyone building an app.....
Read MoreThis week, figures showed as many as 25% of Britain's bookshops have closed in the last six years.Coupled with a similar decline in new store openings, this represents an alarming decline. So who's to blame, and what's to be done to restore the appeal of the UK bookshop?
Read MoreAs shoppers, we're all used to easy access to heaps of product information, right? Just google the item you want, and dozens of online retailers will come to your aid. But how much of this data is what customers actually want? Can shoppers trust it, and how important is this in the overall customer experience?
Read MoreAs creatures of habit, most of us draw comfort from things we're familiar with. But we've found that such 'learned familiarity' can cause problems in customer service design. So how can customer-facing teams deliver a standard process without disengaging with the individual needs and feelings of customers?
Read MoreIn the second of a series of Customer Experience Case Studies, we lift the lid on a positive experience that demonstrates what truly responsive customer service looks like.
Read MoreWe believe that almost all businesses have the raw talent in their employees to deliver a branded experience – and it’s the job of the company to unlock that potential. In seeking to achieve this, we recommend 3 simple rules to help engage employees into ‘living the brand’.
Read MoreMany companies rush out ‘quick wins’ to improve their customer experience – things that seem 'no-brainers', benefiting both the customer and organisation, fast to roll-out and cheap to do.But can firms improve quick-win initiatives from the very start? Here's how, with AB split-testing...
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