Category: Uncategorized

Selecting the Right Customer Experience Metrics

Businesses are finding that there is a tight correlation between loyalty and customer experience. Any company can improve sections of its customer experience, but it takes more than some superficial changes to create long-term results. Customer Experience Management (CEM) solutions...

Customer Service – Caught on camera

For years Mystery shopping has been a tool used by companies to take a snapshot of the service their staff were delivering to their customers. Often targeted around specific sales campaigns, products or services, it has helped businesses measure their...

Research and the value of values

Chapter 2 – Values “Not everything that counts can be counted, and not everything that can be counted counts” ― Albert Einstein Consider the development of the way in which consumers engage with organizations. This is of particularly relevance where the human...

Using powerful CRM to change brand perception

Everyone knows that Customer Relationship Marketing is demonstrably brilliant when it comes to driving changes in behaviour. I say that, though not many brands appear to use it that way. Most so-called ‘CRM’ delivers content based purely around relevance as...

The delicate balance between MR and VoC

In spite of its long history, there is increasing chatter about what the future for MR will hold and whether it will be subsumed or superseded by non-traditional research methodologies or approaches. It’s true to say that traditional MR provides statistically...

Will banks cash in on survey results?

Who is top of the banks when it comes to customer service? More than 8,000 people have voted First Direct into the top slot, ahead of a new current account switching guarantee. A huge 93% of respondents rated its service “great”...

New Health Sector, in partnership with the Patient Experience Network

Note from Ruth Evans Welcome to this month’s Health Sector edition of the Customer Experience Magazine. This month I would like to draw you attention to our event on...

It’s all in the detail

Two years ago we were handed the management of the Online Touchpoint NPS programme for our company with the brief of producing actionable insights for the website management team. The phrase ‘actionable insights’ is a term regularly heard as a...

The New Tower of Babel: multilingual customer research

A combination of the weak pound and a consumer economy mired in recession has led more and more UK companies to look overseas for customers. In 2011 32% of UK GDP came from export, up from 30% in 2010 and...

Keep it in the Family

“Change is hard because people overestimate the value of what they have — and underestimate the value of what they may gain by giving that up.” Flight of the Buffalo 1994 Whether you agree with that our not – the varied...