Evaluating CX in 2023 is no mean feat – and can’t be captured in one short article! And based on what we’ve all failed to predict over the past few years, it’s virtually impossible to predict, with any certainty, what’s…
There’s no silver bullet or magic potion for how to poll hard to reach customers. But there are several strategies that can be employed to increase the potential for meaningful engagement when we know that the target respondent may be…
The last few years have been a rollercoaster ride for everyone. The challenge for businesses right now is not only how to market products and services to existing customers who may be more cautious about spending, but also how to…
In our last local government blog, we talked about how resident engagement through targeted resident research and feedback campaigns is critical in driving needs-based policy. In this blog, we talk about why robust resident research is now even more important…
We all know the old adage ‘there’s no need to reinvent the wheel’. However, organisations also know that if they want to continue to compete, meet their customers’ expectations and create a culture that embraces new ways of doing things…
Why resident engagement is vital to the development of local government policy Local authorities are under tremendous pressure to develop and provide services that meet resident’s needs. With budgets tighter than ever, making decisions through resident engagement is an increasing…
According to research by LinkedIn’s The B2B Institute and WARC published in Marketing Week about the “promise to the customer” (PTTC), campaigns that make a direct promise to the consumer are 60% more likely to report increased market share than campaigns that don’t. They are also…
It’s only a matter of months until the 20th anniversary of the publication of Frederick F. Reichheld’s now famous article ‘The one number you need to grow’ in Harvard Business Review. Summarising the research into the most effective customer satisfaction…
Originally a mainstay of public service organisations, customer charters are now becoming a key differentiator for forward-thinking businesses across all sectors. A clear statement of promises and intent to customers, a customer charter puts the concept of customer centricity at…
This post was triggered by a recent experience I had on the tube train in London. At the time it surprised me but, as I had time to reflect, I realised there were parallels with why the best organisations look…
Neglecting existing customers in pursuit of new ones is a common mistake which is why it’s an issue that lies at the heart of most conversations on customer retention. It’s been debated for years, and yet it still happens in…
It’s a shame to see, but some organisations still don’t understand that penalising customer loyalty can impact retention. In today’s competitive world, businesses need to work harder than ever to retain their customers and make sure they keep paying for…
We mentioned in our previous blog on CX maturity that most CX programmes only focus on the external elements of CX. In doing so, they’re missing a huge swathe of insight – insight that is critical to decision-making for both…
“The best way to find out if you can trust somebody is to trust them”, according to Ernest Hemingway. This applies not only to personal relationships but also to professional ones. When customers and organisations trust each other, it creates…
Today’s customers are more demanding than ever. To stay competitive, businesses must have a solid understanding of customer needs and expectations, and must stay in tune with these as they evolve over time. More than this, though, it’s also essential…
Evidence from the past three years has made one thing about CX clear: organisations that offer the best customer experience constantly check and reset. They re-evaluate themselves, the promises they make, the touchpoint experiences they provide, the consistency of their…
Customer-centric organisations are more likely to achieve better business results, with 73% of consumers citing that a good experience is key in influencing their brand loyalties. What’s more, companies that excel at customer experience have 1.5 times more engaged employees…
Whether you are a fan of Halloween or not, we can all agree that customer experience should be magical, not a howler. Customers deserve to be treated well and not haunted by a scary encounter. Different strategies, tools and approaches…
A few words from Paul Kavanagh… How time flies! It’s 15 years since myself and Rune Wennesland co-founded Beehive with the shared vision to deliver insight that tells a story. We were determined to provide clear recommendations and action prioritisation…
Beehive is pleased to announce that Paul Kavanagh and Nicole Holt are taking part in the UK Customer Experience Awards 2022 (CXA22) as part of the judging panel for the ‘CX Team of the Year’ and ‘Business Change & Transformation’…