The first quarter of the year is a great time to engage with your employees to get a sense how motivated they are and of their connection to your...
Read MoreCustomer Experience at arm’s length. It’s all about your intermediaries.
For many, creating customer experience is not as simple as delivering great service to the end customer making a purchase. Today's interconnected and...
Read MoreDon't let the Grinch steal Christmas. A complete guide to Detractors.
There are few Christmas stories more iconic than Dr Seuss's "The Grinch who stole Christmas" that was first published in 1957. The story written in...
Read MoreEmployee Engagement the Santa way. Why the Elves are happy at work.
The story goes that Santa employs a large workforce of elves, who spend the majority of the year in production lines building all sorts of toys. As...
Read MoreNo idea how to build a Customer Journey Map? Here are our top tips
Customer experience is undoubtedly invaluable for any brand wanting to stand out from its competitors, but great customer experience is not...
Read MoreThe black sheep no more. B2B Customer Experience finding its place
For many years, CX and Customer Feedback has found a firm place within the B2C environment, with many B2B organisations eschewing formalised feedback...
Read More7 opportunities to differentiate through CX in the automotive industry
Competition is rife in the automotive industry. Vehicle functionality and price within various vehicle classes are ubiquitous, leaving customers...
Read MoreEmpathy in times of Crisis (otherwise known as giving a Damn)
A constricting economy. Consumer spending under pressure. Recession. Pandemic. Unemployment. Liquidation. These phrases that have become part of our...
Read MoreManaging the Voice of the Customer in Times of Crisis
We live in a world of turmoil. Periodically, unpredictable and unprecedented events shake the very core of our lives. These times require keeping a...
Read MoreDon't look a gift horse in the mouth. Unhappy customers are a goldmine
Over the past decade, most organisations seeking a competitive edge have implemented Customer Experience (CX) strategies to some extent. The...
Read MoreThe DNA of a Survey | Whitepaper
Globally, organisations are recognising the importance of collecting and understanding customer feedback and are consequently investing in Voice of...
Read MoreVOC for TCF compliance
For many customers, the financial industry is one fraught with terms and conditions, confusing products and fee structures that are unclear. In an...
Read MoreAligning Patient Experience with HCAHPS
According to a study by Deloitte, global spending on healthcare will increase at an annual rate of more than 4% for the next two years, reaching a...
Read MoreThe one resolution every CX manager should make (and keep)
It's a New Year, and many people use this time of year to set new goals for themselves. New Year's resolutions have become somewhat of a tradition;...
Read MoreUncovering your REAL customer experience
It is inarguable that customer experience and listening to the Voice of the Customer is essential. Customers are more likely to rebuy and remain...
Read MoreDecluttering your Customer Experience Strategy
As the weather warms into Spring, many are gripped by a feeling of renewal and the urge to declutter and tidy. There is, in fact, a biological reason...
Read MoreWinter is Here – Customer Experience lessons from Game of Thrones
There is no doubt that George RR Martin and HBO have created a phenomenon. Never has a television series final season been so hotly debated,...
Read MoreCustomer satisfaction through the right questions
Metricising customer service for successful CX
Read More3 Things You Need to Acquire and Retain Millennial Insurance Customers
Millennials are fast becoming the largest market demographic in the economy, outstripping previous generations not only in size but in spending...
Read More