Posted by Emma Rudeck
When it comes to evaluating and analysing how your customers feel about their experience, you’re probably focusing on all the different touchpoints your customers have with your organisation.
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July 31, 2015
Topics:
Customer Experience,
customer journey
Posted by Kevin Shirley
When you plan a big holiday (10th wedding Anniversary trip) you tend to spend an inordinate amount of time going through the research part of the journey and making sure you really know what you want...
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July 29, 2015
Topics:
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
