How important is the customer journey to you?

17 April 2015 – Andrew Cook I’m a firm believer that business leaders should be turning their focus to the customer journey. Many haven’t yet discovered the value of creating a customer journey map and they’re losing out on a crucial tool that can be used to improve processes and reduce customer churn. These days there is no getting around the need … Read More

The ultimate customer experience management formula

1 April 2015 – Andrew Cook Customer experience management has become so strategic for many business leaders that companies are starting to lose sight of its purpose. While every business leader I encounter is striving for the competitive edge of customer experience management, many still see it as a plug in to their business.  Designing your business from the outside in … Read More

Identifying customer needs: why it matters

19 March 2015 – Andrew Cook It’s been a while since we discussed the importance of addressing customer needs and requirements. Your customers not only want great products and services, they also want to know that your business understands their needs and wants. Identifying customer needs allows you to build your business on a strong foundation of customer-centricity. The problem … Read More

What does business process optimisation have to do with customer experience?

Business Process Management Optimisation Customer Experience

10 March 2015 – Andrew Cook Customer experience management is about balancing the fluffy stuff with optimal operations. Focusing on delighting your customers means that customer needs should tie in with business process optimisation. The one cannot be achieved without the other. Companies that prioritise successful business process optimisation find that they are able to offer long-lasting customer experience benefits. … Read More

The next level: customer engagement

Next Level Customer Engagement

20 February 2015 – Andrew Cook Companies are talking about customer engagement and the concept is causing a stir in service-driven companies. But is customer engagement just a new buzzword for customer experience or is it taking companies to the next level? Andrew Cook explores the concepts. Advertising campaigns, enticing sales promotions, and loyalty reward programmes capture people’s attention, but … Read More

How can your company benefit from enterprise feedback management?

Enterprise Feedback Management Rating

13 February 2015 – Andrew Cook With customer experience management taking the fore, the need to map every area of your business has never been greater. Andrew Cook explores what an enterprise feedback management system can do for your company. Customers are more demanding and more connected than ever before. They’re also becoming a lot more vocal about their needs … Read More

Apples and oranges: the dangers of bad Net Promoter Score benchmarking

Apples and Oranges Dangers of Net Promoter Score Benchmarking

15 January 2015 – Andrew Cook When we think about Net Promoter Scores, it’s easy to leap to Apple as the ideal player to emulate: how many other companies can boast such a fervent base of promoters? Apple is one of the big proponents of the Net Promoter Score and unsurprisingly leads the way in scoring, with a massive 72 … Read More

Why is CSAT an important metric?

Customer Satisfaction Score Metric Graph

9 January 2015 – Andrew Burns A company’s customer satisfaction score, or CSAT, may not be a crystal ball for understanding every aspect of your customers’ needs, but it can be an important indicator of whether a company is growing or slipping. The New Year rolls round and already the customer survey bandwagon is getting pretty crowded. Last year, we … Read More

Is the NPS a predictor of growth?

Net Promoter Score Predictor Growth

18 December 2014 – Andrew Cook People often comment that customer experience is the “fluffy stuff” in a company, and much like marketing, its effect can’t really be measured. Many companies use the Net Promoter Score (NPS) to measure satisfaction and our entire business is built on the technology that companies need to do this. While you can measure whether … Read More

Is it hard to be your customer?

Be Your Customer Satisfaction Strategy

18 December 2014 – Andrew Burns The Customer Effort Score (CES) is rapidly gaining popularity as a way to measure customer experience. While both the Net Promoter Score and Customer Satisfaction Score metrics measures the overall customer experience, one thing it doesn’t do is focus on whether or not your customers have to make an effort to deal with your … Read More