Posted by Emma Rudeck
The reason why customer experience is so important is actually quite simple; brands want customers to stay with them for longer, to spend more and to recruit new customers.
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November 18, 2015
Topics:
Customer Experience
Posted by Maria Gray
If we agree that customers expect more than ever, and the way they evaluate their experience with a company is based on their memory of that experience, what does this mean for companies?
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November 17, 2015
Topics:
Customer Experience
Posted by Jessica Stanley
Black Friday sounds great - retailers get a boost in sales and customers win with great discounts. Simple, right? Sadly, it's a bit more complicated than that.
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November 16, 2015
Topics:
Customer Experience
Posted by Dennis Fois
A particularly interesting set of competing priorities we have is cost vs. service. When we work with new organisations, we ask whether they’re cost-led or service-led. Most will say service. But...
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November 13, 2015
Topics:
Customer Experience
Posted by Ian Golding
Stories are one of the most powerful things humans can create and share. They evoke emotion and can make us feel the same way as the storyteller.
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November 12, 2015
Topics:
Customer Experience
Posted by Professor Moira Clark
To understand how technology is changing consumer behaviour, you’ve got to get some good insight into your customers and understand what they want and what they need from you as an organisation.
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November 10, 2015
Topics:
Customer Experience
