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…
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…
Ask anyone for an example of great customer service and you’ll no doubt hear many tales about good experiences but more often than not they quote the bad. What really puts a smile on my face however are stories about…
Customer experience measurement programmes are great, but only if they lead to CX leaders making decisions and improving the commercial performance of their organisations. As a consultancy that specialises in customer experience measurement for organisations that make premium products and…
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…
How to improve your NPS score You are tracking your NPS score and it’s not where you want it to be. What’s gone wrong? Why don’t your customers want to recommend you to others? Customers become detractors all too easily…
Why is customer retention so important? Neglecting existing customers in pursuit of new ones is a common mistake. While customer acquisition is important for business growth, meeting the needs of your existing customer base can be just as critical. Businesses…
What should retailers be doing during this crucial time of year? The festive season typically accounts for more than a fifth of annual sales (ONS Retail Sales Index), and this year it comes at an even more critical time, offering…
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…
How to Collect Effective Customer Feedback Collecting effective customer feedback means taking the time to understand what truly matters to your customers. And with these insights you can tailor every aspect of your business to reflect your customers’ needs: from…
Measuring & Improving Brand Loyalty How much can you really rely on your customers? Can you depend on them to keep buying from you, or are they likely to switch to one of your competitors without a second thought? Are…
What is Emotions Analytics (EA) & How AI is Improving Customer Experience As designers of advanced customer experience programmes for national and international clients, it’s inevitable that talk often turns to innovation and new technology. As we’ve all seen, Artificial…
Customer Service Chatbots: Benefits & Pitfalls for Customer Communication Engaging and understanding your customers’ journey and listening to their feedback are essential elements to any customer experience programme. As such, effective and timely communication is a key part of keeping…
7 Ways to Increase Customer Loyalty and Retention There are many ways to measure customer loyalty. The easiest way is simply to ask your existing customers how they feel about you, and the services you offer. You can also use…
How to Ask for Customer Feedback 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… 1. Are questions simply measurement for measurement’s sake?…
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…
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…
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…
What can gliding teach us about customer experience strategy? 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 strategy have many parallels. And…
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 second in our National Customer Service Week blogs. Today’s theme: How do you create a NPS detractor? Sadly the answer is all too easily, especially if you don’t live up to promises, leave a customer chasing you for…
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…
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…
Do all companies deliver the best customer experience? 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 companies deliver the best customer experience and…
How should you manage 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…
Following on from our last blog post about the four loyalty personalities – Loyalists, Passive Loyalist, Neutral/Unengaged, Conditioned Switchers – we thought we’d take a closer look at the findings from the qualitative phase of ‘Loyal Losers Part Two’ (LL2)…
Further to our last blog about our recently published Loyal Losers Part Two (LL2) study, we thought we’d delve a bit deeper into the four consumer loyalty personalities that emerged from the quant phase of our research. The 2,024 UK…
Offering great deals might be the usual way to attract new customers, but as more brands recognise the value of long-term customer relationships, the number of promotions to retain them is increasing. In our study Loyal Losers Part Two (LL2)…
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 customer experience effectively. Measuring customer experience This might sound obvious, but it is all too…
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 where he discusses Beehive’s latest loyalty research ‘Loyal Losers’ Loyalty research – the ‘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…
We recently carried out a piece of research to evaluate the loyalty of car insurance and energy customers and their tendency to switch suppliers*. What we discovered provides useful learnings for brands working in other sectors too. A significant number…
Why do consumers stay loyal – even when they know they could save money by switching?
That’s the question we wanted to answer when we set out to understand ‘Loyal Losers’ recently.