How To Build a Great Customer Experience

Posted by Maria Gray

The reason beind the importance of customer experience is simple, brands want customers to stay with them for longer, to spend more and to recruit new customers. And, although most brands understand...
Read More November 6, 2015

Topics: Customer Experience

Experience vs. Memory of Experience

Posted by Maria Gray

In 1996, Daniel Kahneman led a team, which conducted a well-known study on patient experiences of uncomfortable colonoscopies.
Read More November 5, 2015

Topics: Customer Experience

The Alternative to Customer Satisfaction Surveys You Need to Know About

Posted by Maria Gray

For far too long, customer feedback has been intrinsically linked to customer satisfaction surveys. It’s the go to method for collecting customer feedback. The thinking behind it makes sense; if you...
Read More November 4, 2015

Topics: Customer Satisfaction Survey

How To Break Down Departmental Silos to Improve CX

Posted by Maria Gray

If you’re starting out on a programme to improve your customer experience, one of the most difficult things to overcome is departmental silos within your organisation.
Read More November 3, 2015

Topics: Customer Experience

How to get the full story behind your CX metrics

Posted by Maria Gray

It’s all very well knowing the numbers when it comes to customer satisfaction, but what’s happening to drive those numbers? Here’s an example.
Read More November 2, 2015

Topics: Customer Satisfaction, Measuring Customer Experience

One Touchpoint Can Undermine a Great Experience

Posted by Maria Gray

Imagine it’s your son’s birthday and you want to do something special. You want to go out to your favourite restaurant, where they do a cake your son just loves.
Read More October 28, 2015

Topics: Customer Experience

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