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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 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 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 Cook: 17 November 2014
7 November 2014 – Andrew Cook
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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 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 Cook: 12 September 2014
The importance of sound customer experience management solutions cannot be stressed enough. It provides business with the differentiator that’s...
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Andrew Cook: 29 August 2014
We’ve discussed the importance of customer journey mapping in previous posts, but let’s have a look at a real-life example:
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Andrew Cook: 15 August 2014
Creating a business that is focused on customer centricity can be challenging. You may need to address your business’ culture and how your employees...
