Customer Faithful's Rick Harris will be delivering his next 1-day course "Customer Experience Management - The Fundamentals" in Peterborough on Oct 3rd.
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In this blogpost, we attempt a working definition of what a ‘Random Act of Kindness’ is, and provide some examples and structure for how they can be used effectively.
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Although the concept of tribes in marketing has been around for more than a decade, they can hardly be described as mainstream. So what's the The Big Idea here? And should you encourage your organisation to embrace tribal marketing?
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Everyone gets the concept of ‘customer journey’ now – the steps that people take in finding, choosing, buying and living with a product or service. But do customers really act out these journey steps in such a single-minded and linear way? We think customer journey mapping is about to get a radical shake-up....
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Here's Don Draper getting to the heart of the limitations of using traditional methods of research in isolation.We feel your pain, Don....
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Recent research commissioned by the Department of Health was seeking to identify the best single ‘overarching’ question to ask patients and service users about their experiences of healthcare. But using NPS has proven to be confusing for patients. We explain how and where to get the best out of NPS.
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Do traditional loyalty techniques actually create value? In this first of two articles, I’ll challenge whether our expectation of loyal customer behaviour is true in the real world, and suggest some alternative ways to find loyalty in 2015.
Read MoreHere are 5 questions to ask that will help you nail customer loyalty for your organisation - to create your 'customer faithful'.
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Zara is still on a roll – global turnover figures released today from its parent Inditex are €16.7bn, up from €15.9bn last year. So what makes them so special? And what can we learn from them?
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Whilst most successful businesses have a habit of delivering what they promise to customers, some companies choose to make it their lead message i.e. their tagline, their advertising strapline, their signature brand statement. But should these promises be literal or illustrative?
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Telecoms 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.
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It'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.
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Few business books actually stand the test of time. But The Cluetrain Manifesto (1999) is one of them - predicting and still guiding how and why ‘engagement’ in customer conversation matters so much to 'business as usual' for businesses today. Here's why you should read or re-read it....
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Anyone who has ever launched a new product or service knows the value of soft launches and beta testing.But to give your testing of new products and services the best chance of returning actionable insight and long term growth, try thinking like a customer….
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With social media comments and complaints so visible to the world, one might think that companies would prioritise such enquiries over other channels. So why are retailers so poor at it, and how can we all learn from their mistakes?
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In healthcare, it's understandable that employees are encouraged to take personal responsibility to solve problems. But does this drive a behaviour to simply fix a problem, rather than the underlying cause? And if this pattern exists in healthcare, what does it tell us in other industries about customer service management?
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Many organisations recognise the value of customer experience but struggle to capture it accurately. Our Lifelines™ methodology provides exactly how to do this.
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It 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.
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