Crabtree & Evelyn hired us to develop a clear and practical brand strategy, firmly grounded in customer insight and their needs.
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The much discussed NPS-style 'Friends & Family' question is being introduced by the NHS in April 2013. But will this survey be asked at the right time in the patient experience? And how narrowly should their experience be framed?
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Customer experience (CX) dogma has drilled companies into engineering their products and services for consistency. But what about their people? Could or should firms ''dare to be different' and hire employees outside of their usual profile?
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For a customer experience to achieve its goals, it needs employees to feel free to deliver it authentically. So how can firms empower their people to provide a great experience, without risking them going off-piste? By being brave. Here's why.......
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It's the last week of pre-Christmas shopping, and out-of-town shopping centres are humming with crowds. But overall, shopping centre growth is in decline, so what happens next? We look at potential ideas for the future of shopping centre venues.
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It’s hardly a new idea that sales teams need to respond to what their customers want from their products and services. But what if the things that customers truly value are still unknown to the company? Or seemingly beyond your firms’ control altogether?
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Exploring the end-to-end customer journey is crucial to understanding customer experience. This article uses a Loews Hotel Group case study to illustrate how such insight can drive a more distinctive proposition.
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Our previous blog for how to make queuing a more positive experience has become our 3rd most popular article! So, we figured we'd keep looking for more ideas and resources to share on this. Here's some of the best we've seen in recent months....
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Perhaps the most consistent finding we see in our work with patients is the lack of 'joined-up' healthcare - the reality that the experience patients want is often very different from the "care pathway" that individual healthcare providers offer. So what can be done?
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We're a regular contributor to Hakki Ozmorali's series "Direct Selling Wisdom in 100 Words".In his latest post, he explores the role of celebrity endorsement for the direct selling industry, and we're happy to add our thoughts to the expert panel.
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Review websites have been around almost as long as the internet itself, with TripAdvisor.com being one of the oldest and best-established. Now, with question-marks over the objectiveness of its and many other website reviews, we explore how users can get the best from consumer reviews.
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‘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.
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CEX has been steadily gaining acceptance as an indicator of commercial profitability. But does a customer actually include a company's ethical behaviour in their assessment of personal experience? In this article, we explore the theory and reality, and come up with a bottom line of our own.
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Rail travel in Switzerland (known as SBB) is widely recognised as being one of, if not the best networks in the world. But what do Swiss people themselves think about it? Curiously, not very much.And there lies the clue........
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In our crowded world, businesses need to respond by planning ways to increase capacity. But this can take years to deliver via infrastructure. So, in the meantime, here's how firms can explore quickly where and why crowds form, along with a practical approach to reducing the problem.
Read MoreWhat happens when a problem occurs with your customer service?Rather than react to problems ad-hoc, we advocate designing apology management directly into the experience. Here are three audit themes we’ve used to help design the 'delivery of apology'.....
Read MoreFollowing our article on promotion un-bundling last year, this blog adds further research demonstrating our belief that consumers can be attracted to individual purchases just as much, if not more so, than discounted bundles. Curious? Read on........
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Rick addressed members of The Sales Club in London in September 2012. His session focused on the Impact of Customer Experience on Sales – demonstrating how customer experience differs from customer service and why it takes you further in impacting sales performance and brand loyalty.
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