How to lose a customer and get negative word of mouth. I still find it incredible how easy it is for an organisation to lose a customer and get negative word of mouth through social media coverage. A short while…
Fit for purpose processes Last week, we considered the importance of teamwork and co-operation to ensure a customer centric journey. Equally important are customer focused processes to minimise customer effort and ensure a positive customer experience. In addition, staff need…
What bees can teach us about 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 doing that, from…
What can gliding teach us about customer experience management? One of my passions is gliding and the other day, when flying on a crisp autumn morning, I found myself contemplating how gliding and customer experience management have many parallels. And…
Last in the National Customer Service Week series: the importance of people power when serving customers. Giving people power when dealing with customers. We’ve all heard the old adage: happy staff = happy customers. But we think it’s more than…
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. Social media as a CX channel Social channels are increasingly being used by brands not…
This is the second in our National Customer Service Week blogs. Today’s theme: How do you create a Detractor? Sadly the answer is all too easily, especially if you don’t live up to promises, leave a customer chasing you for a…
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….
What we’ve learnt about writing a winning award entry. We’re judging at CX Awards 2018 and the UK eCommerce Awards this year. We’ve also won and been finalists in a number of awards recently. As judges, we get to see…
We are 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 Awards 2018. Our…
Optimising CX Action Management Building your action plan Effective CX action management relies on robust interpretation and prioritisation. Simply knowing which direction your tracked KPIs are moving in does not give you sufficient information to facilitate action planning and ultimately…
What metrics to use in CX research? This is the third blog in our fundamentals of customer experience management series. Let’s now focus on what metrics to use in CX research and how to get the most out of them….
How to encourage customer disloyalty, or how not 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…
Cx the evolution of customer facing businesses Welcome to the second in a series of blogs from Beehive Research on the fundamentals of customer experience management. Here we discuss ‘Cx the evolution of customer facing businesses’ and how organisations can…
Customer experience – is the customer always right? Welcome to the first in a series of blogs from Beehive Research on the fundamentals of customer experience management. In this blog we ask the question as to whether the customer is…
Do all customer experience programmes deliver maximum value? In this final blog in the series about “My three bugbears with some Customer Experience programmes” I will focus on the question of whether all customer experience programmes deliver maximum value to…
Why is some customer experience feedback inappropriate? In my last blog post “Shouldn’t customer experience measurement lead to insight and action?“, I highlighted three bugbears that I have with some customer experience programmes… Are questions simply measurement for measurement’s sake?…
Sometimes customer experience measurement programmes are great, but occasionally they lack something… I guess as an MD of an Insight agency that specialises in customer experience measurement I take more of an interest in how and when companies gather feedback than some people…
The warranty safety blanket There can be little doubt that longer manufacturer warranties do influence the purchase decision for many automotive customers. Choosing a vehicle with a warranty of longer than 3 years gives the customer that ‘cloak of comfort’ that the car will…
Net Promoter Score NPS (or the Net Promoter Score) seems to have been with us forever, but it’s only 15 or so years old. Businesses worldwide have adopted it as a standard measure to determine whether their brand is viewed…
Manage the customer experience. It’s crucial to all businesses, regularly talked about, yet some companies still seem to struggle with the concept. For those that consistently get things wrong the impact must be massive. So how is it that some appear unaware, unwilling or unable…
The changes impacting automotive loyalty The automotive industry is enjoying a period of upheaval, with consumer decision-making changing fast and loyalty all but disappearing. But these shifts are not happening in isolation, as this infographic demonstrates. This is taken from our whitepaper –…
No matter whether you are in the business of measuring client, stakeholder or employee satisfaction, the key thing is to be sure that you’re measuring the right things. Measuring the right things This might sound obvious, but it is all…
The Customer Experience Exchange for Retail is taking place this week in London. Amongst a who’s who of brands speaking at the conference is Nespresso. We know from our work with Nespresso that it is a world-leading retail brand for…
Watch an interview with Beehive Research MD Paul Kavanagh at the IQPC Customer Experience Exchange Conference Holland Nov 2013 about the Loyal Losers research. Loyal Losers
From our recent work on loyalty we’ve extracted some valuable insights into why people switch suppliers/providers. Perhaps more importantly, we’ve identified what brands need to do to retain those precious, loyal customers – those so often overlooked in favour of…
Aston Martin has selected online and research consultancy specialist, Beehive, to help define and implement a research framework for its global customer satisfaction and insight programme…