Getting the most out of your customer experience measures Customer experience KPI’s are a great way of tracking how well you are meeting customer expectations, but they are too often used just to tick a box. If you aren’t acting…
You can differentiate your organisation from the competition by delivering an experience that puts the customer at the heart. A customer-centric culture delivers tangible benefits, from improvements in customer retention and loyalty, to reduced costs and increased revenue. What does…
Customer experience – when things go wrong! I have done my grocery shopping online for many years. I can’t remember the last time I did a ‘big shop’ in an actual supermarket. Online grocery shopping for me is quicker and…
The Connection Between Customer Service and Employee Empowerment We’ve all heard the old adage: happy staff = happy customers. But we think it’s more than that. We think that it’s empowering your staff to solve customer issues that makes the…
Welcome to the first in a series of blogs from Beehive Research on the customer experience design. In this blog we ask the question as to whether the customer is always right? In the hyper-connected world we live in, with…
Reduce customer effort and improve customer experience Last week, we considered the importance of teamwork and co-operation to ensure a customer centric journey. Equally important are customer focused processes to reduce customer effort and ensure a positive customer experience. In…
What bees can teach us about customer experience cx teamwork and co-operation We all know businesses are more successful when they focus on their customers and put them at the heart of all they do. There are different ways of…
It’s day 4 of National Customer Service Week. Following on from yesterday’s look at alternative channels of customer service, we now turn to self-serve customer service. Do It Yourself? Consider these modern-day scenarios You’re in the supermarket. You have a…
Part 3 in our series of blogs in honour of National Customer Service Week. Today we’re looking at the (very) public face of customer service feedback. Social media as a customer service feedback channel Social channels are increasingly being used…
This is the first in our National Customer Service Week blogs. Today we are looking at: What makes up customer service excellence? The times when customer service really stands out is when a company goes over and above what you expect….
Our boutique CX Agency is in the running for a Best use of Voice of the Customer award. We are overjoyed to announce our selection as a finalist in the Best use of Voice of the Customer category of the Engage…
Going global What to consider to acheive truly global insight The world is becoming a smaller place with people, products and services travelling all over the globe. For companies with an international remit, global insight is important in order to…
Millennials vs gen Z (and others) in the workplace It’s the rise and rise of the Millennials apparently. They get a lot of press. But is it all about them? Every day it seems there are more headlines about Millennials…
What lies ahead for market research? Now, then, and the future of market research In a world where technology is at the forefront of most things we do in our lives, from online shopping to banking to heating our homes,…
Optimising customer experience management strategy Building your action plan Effective customer experience management strategy isn’t just about robust results, interpretation and prioritisation. Simply knowing which direction your tracked KPIs are moving in does not give you sufficient information to facilitate…
The importance of brand loyalty, and how to be customer centric I recently left my gym in central London, part of a big red chain. Don’t get me wrong, I didn’t cancel because I wasn’t using it; I went there…
It’s always possible to make a service better, it’s what many of us spend our waking hours trying to do. When you know what the problem is, who it affects, or what is causing it, you can focus your attention…
How employee career progression affects your business’s operational efficiency I’ve just read an interesting report published by the Chartered Institute of Personnel and Development (CIPD) – Employee Outlook, Employee Views on Working Life. It says that a third of UK…