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Smoke Customer Intelligence: 01 February 2016
Recently, several posts on social media have drawn attention to the importance of cultivating the right employee experience in a companies’ overall customer experience lifecycle. This took me back to a quote from Doug Leather’s book The Customer...
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Andrew Cook: 15 November 2015
I have gained first-hand experience working within the insurance industry on their customer experience management and voice of the customer...
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Andrew Cook: 29 June 2015
It’s been a while since we discussed the importance of addressing customer needs and requirements. Your customers not only want great products and...
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Andrew Cook: 29 June 2015
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...
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Andrew Cook: 29 June 2015
Forget price and product wars, getting customer satisfaction right has become the key differentiator in today’s increasingly competitive market. It’s...
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Andrew Cook: 29 June 2015
Customer experience management has become so strategic for many business leaders that companies are starting to lose sight of its purpose. While...
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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...
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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...
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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...
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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...
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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...
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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...
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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...
