5 Steps To Growing Loyalty: What to Ask and How to Benefit

Here are 5 questions to ask that will help you nail customer loyalty for your organisation - to create your 'customer faithful'.

Customer ExperienceRick HarrisSeptember 30, 2015customer loyalty

Aging in America - 2015 Conference

Customer Faithful's Managing Director, Rick Harris will be speaking at this years' American Society on Aging (ASA) Conference, in Chicago, Ill. (23-27 March).

HealthcareRick HarrisMarch 3, 2015patient experience, patient perspectiveComment

Zara’s hidden ingredient of success

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?

Customer ExperienceRick HarrisNovember 19, 2014employee engagement, retailComment

Is it time to redefine your Customer Promise?

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?

Customer ExperienceRick HarrisOctober 29, 2014brandComment

Employee Engagement

Employee 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?

Employee EngagementRick HarrisOctober 25, 2014customer experience

When Goodwill Goes Sour - How Not To Apologise

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.

Customer ExperienceRick HarrisSeptember 19, 2014brand, customer experienceComment

How Customer Profiling Can Screw You Up

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.

Customer ExperienceRick HarrisSeptember 2, 2014brand, brand values, customer experienceComment

15 Years on - Are you aboard The Cluetrain Manifesto yet?

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....

Customer ExperienceRick HarrisSeptember 2, 2014Comment

What shampoo sachets can teach us about customer experience

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….

Customer ExperienceRick HarrisJuly 14, 2014brandComment

Drowning Not Waving: Why retailers struggle to help customers via Twitter

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?

Customer ExperienceRick HarrisJuly 7, 2014customer serviceComment

What hospital failure can teach us about customer service

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?

Customer Experience, HealthcareRick HarrisJune 23, 2014healthcareComment

Brand Strategy & Positioning

Customer Faithful takes customers’ needs and interprets how brand strategy and positioning can reflect them.

ToolboxRick HarrisJanuary 14, 2014brand, welcomeComment

Customer Experience Research

Many organisations recognise the value of customer experience but struggle to capture it accurately. Our Lifelines™ methodology provides exactly how to do this.

Customer ExperienceRick HarrisJanuary 8, 2014Lifelines, welcome

Case Study: SBB Swiss Rail - Efficiency and Empathy

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.

What we can all learn from retail pop-up stores

'Pop-up' stores have grown so much in recent years. But is the concept itself a winning proposition? Is it sustainable, and how good is the shopper experience? More importantly, what can we learn from pop-ups, not just as retailers but for anyone manging a brand and its customer experience?

Customer ExperienceRick HarrisApril 9, 2013consumer trends, experience design, retailComment

What's the future of Customer Service?

Customer Service is evolving. No longer a single department, now organisations are developing their customer experience, embedding service in the whole proposition for all customers. So what does this mean for the future of customer service?

Healthcare Innovation Expo 2013 - London

Customer 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.

Customer Experience, HealthcareRick HarrisFebruary 28, 2013NHS, patient perspectiveComment

What we learnt from the Mid Staffordshire hospital scandal

The shocking details of the Mid Staffordshire hospital scandal were already known, of course. But in forming our view on what needs to change to support patients, we were keen the explore the reaction to yesterday's release of the public inquiry, known as the Francis Report.

HealthcareRick HarrisFebruary 10, 2013NHS, patient perspectiveComment

What We Say