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Andrew Cook: 10 March 2015
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...
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Andrew Cook: 20 February 2015
Companies are talking about customer engagement and the concept is causing a stir in service-driven companies. But is customer engagement just a new...
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Andrew Cook: 13 February 2015
13 February 2015 – Andrew Cook
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Andrew Cook: 15 January 2015
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...
2 min read
Andrew Burns: 09 January 2015
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...
2 min read
Andrew Burns: 18 December 2014
The Customer Effort Score (CES) is rapidly gaining popularity as a way to measure customer experience. While both the Net Promoter Score and Customer...
1 min read
Andrew Cook: 18 December 2014
18 December 2014 – Andrew Cook
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Andrew Burns: 11 December 2014
In a competitive marketplace where businesses vie for customers, your Customer Satisfaction Score is a key differentiator and, increasingly, has...
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Andrew Burns: 05 December 2014
Measuring the key drivers of customer retention and loyalty is a key focus for organisations seeking to refine their knowledge on how transactional...
2 min read
Andrew Cook: 28 November 2014
The rule of thumb in advertising when it comes to accessing the success of a TV commercial or any other radio, print or outdoor campaign is quite...
2 min read
Andrew Burns: 21 November 2014
Business, like life, can be messy. A one-size-fits-all approach to your customer-centricity solutions in today’s fast-paced and demanding business...
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Andrew Cook: 17 November 2014
7 November 2014 – Andrew Cook
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Andrew Burns: 14 November 2014
Measuring customer satisfaction can help you reduce the number of unhappy customers. This is particularly vital when you consider 1st Financial...
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Andrew Cook: 31 October 2014
Every business should have a customer care strategy. Surprisingly, most of the businesses we encounter don’t. When problems or complaints arise, as...
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Andrew Burns: 24 October 2014
As we enter the “age of the customer”, we need to use and understand all of the tools that can assist businesses in getting to know their customers...
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Andrew Cook: 17 October 2014
As business shifts focus from big data to data analytics, we’re starting to find that more businesses are benefiting from the value that can be...
2 min read
Andrew Burns: 09 October 2014
Do you remember the comedy film What Women Want, starring Mel Gibson and Helen Hunt? Many organisations feel like customer requirements are similar...
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Andrew Burns: 02 October 2014
American author Ernest Hemingway once said, “When people talk, listen completely. Most people never listen.” It is good, practical advice that...
2 min read
Andrew Burns: 26 September 2014
Did you know that in the time it took you to read this sentence over 204 million emails had been sent around the world? It is a statistic that both...
2 min read
Andrew Cook: 19 September 2014
Customer satisfaction has become absolutely essential in achieving business objectives as it provides a metric against which to measure and improve...
