Posted by Maria Gray
Companies that have gone to market with a differentiation statement on service or experience have a higher cause than just making money. Customers buy into this vision and brand; the idea that...
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September 24, 2015
Topics:
Voice Of The Customer
Posted by Maria Gray
One trend that is starting to emerge in the customer experience space is tying incentivised pay to customer experience. The reasons for doing this seem obvious – if your employees are actively...
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September 22, 2015
Topics:
Customer Feedback,
Customer Experience
Posted by Maria Gray
Cusomer Insight2 + Business Intelligence2 = A Great Experience2 Sometimes it can feel like we’re swimming in data. We’ve all got more reports and spreadsheets than we know what to do with.
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July 27, 2015
Topics:
Customer Experience,
Measuring Customer Experience
Posted by Maria Gray
We're all used to looking at scoring and assessing whether something is good or bad. But, arguably, scoring mechanisms are preventing you from really understanding the subtleties and sentiments of...
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July 24, 2015
Topics:
Customer Experience,
Measuring Customer Experience
Posted by Maria Gray
Often, a missing piece for customer experience measurement is getting the support you need from your employees. But they’re the key to making it work – they’re the face and voice of your brand and...
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July 22, 2015
Topics:
Customer Experience,
Measuring Customer Experience
Posted by Maria Gray
We all love industry benchmarks and league tables. They’re useful tools for us to see how we rank against our competitors and the best in the business. But benchmarks can only go so far. Approaches...
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July 20, 2015
Topics:
Customer Experience,
Measuring Customer Experience
