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Tag: Customer experience

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Why is customer retention so important?

Business growth, Customer experience, Customer retention, Customer satisfaction
Why is customer retention so important? 16th December 2020

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…

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4 things retailers should be doing to improve customer experience this festive season

Customer experience, Market Research, Retail
4 things retailers should be doing to improve customer experience this festive season 7th December 2020

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…

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Why should your organisation be customer-centric?

Customer centric organisation, Customer experience, Customer satisfaction, VoC, Voice of the customer
Why should your organisation be customer-centric? 24th September 2020

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…

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Customer experience when things go wrong

Customer experience, Customer satisfaction
Customer experience when things go wrong 11th June 2020

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…

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How to Calculate Net Promoter Score (NPS)

Customer experience, Customer satisfaction, NPS
How to Calculate Net Promoter Score (NPS) 4th June 2020

How to Calculate Net Promoter Score (NPS) Your Net Promoter Score (NPS) is a measure of how likely your customers are to recommend your products or services. It’s a good metric for determining whether you’re providing a positive or negative…

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How to Collect Effective Customer Feedback

Customer experience, Customer feedback, Customer satisfaction, VoC
How to Collect Effective Customer Feedback 28th May 2020

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…

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Measuring & Improving Brand Loyalty

brand loyalty, Customer experience, Customer feedback, Customer satisfaction, NPS
Measuring & Improving Brand Loyalty 14th May 2020

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…

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What is Emotions Analytics (EA)

Customer experience, Customer satisfaction, Emotions analytics
What is Emotions Analytics (EA) 7th May 2020

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…

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Customer Service Chatbots

Communication, Customer experience, Customer satisfaction, Customer Service
Customer Service Chatbots 16th April 2020

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…

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7 Ways to Increase Customer Loyalty and Retention

Customer experience, Customer feedback, customer loyalty, Customer retention, Customer satisfaction, Customer Service
7 Ways to Increase Customer Loyalty and Retention 9th April 2020

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…

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How to Ask for Customer Feedback

Customer experience, Customer satisfaction, VoC, Voice of the customer
How to Ask for Customer Feedback 28th November 2019

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?…

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Customer Service & Employee Empowerment

Customer experience, Customer satisfaction, Employee engagement, VoC, Voice of the customer
Customer Service & Employee Empowerment 21st November 2019

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…

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Customer Experience in Retail: Is the Customer Always Right?

Customer experience, Customer satisfaction, VoC, Voice of the customer
Customer Experience in Retail: Is the Customer Always Right? 17th September 2019

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…

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How to get negative word of mouth

Customer experience, Customer satisfaction, Loyalty, VoC, Voice of the customer
How to get negative word of mouth 31st January 2019

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…

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Customer experience cx teamwork makes the dream work

Customer experience, Employee engagement, Employee satisfaction
Customer experience cx teamwork makes the dream work 26th November 2018

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…

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What customer experience strategy can learn from gliding

Customer experience, Customer satisfaction, Loyalty
What customer experience strategy can learn from gliding 1st November 2018

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…

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Self-serve customer service vs the human touch

Customer experience, Customer satisfaction, VoC, Voice of the customer
Self-serve customer service vs the human touch 4th October 2018

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…

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The very public face of customer service feedback

Customer experience, Customer satisfaction, VoC, Voice of the customer
The very public face of customer service feedback 3rd October 2018

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…

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How to create a NPS detractor

Customer experience, Customer satisfaction, Loyalty, VoC, Voice of the customer
How to create a NPS detractor 2nd October 2018

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…

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The recipe for customer service excellence.

Customer experience, Customer satisfaction
The recipe for customer service excellence. 1st October 2018

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….

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Our CX agency: we’re ‘Best use of Voice of the Customer’ finalists

Automotive, Customer experience, Customer satisfaction, Global research, VoC, Voice of the customer
Our CX agency: we’re ‘Best use of Voice of the Customer’ finalists 18th September 2018

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…

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Optimising customer experience management strategy

Customer experience, Customer satisfaction, VoC, Voice of the customer
Optimising customer experience management strategy 26th July 2018

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…

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What metrics to use for CX measurement?

Customer experience, Customer satisfaction, VoC, Voice of the customer
What metrics to use for CX measurement? 5th July 2018

What metrics to use for CX measurement? This is the third blog in our fundamentals of customer experience management series.  Let’s now focus on what metrics to use for CX measurement and how to get the most out of them….

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The importance of brand loyalty, and how to be customer centric

Customer experience, Customer satisfaction, Loyalty, VoC, Voice of the customer
The importance of brand loyalty, and how to be customer centric 12th June 2018

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…

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Do all companies deliver the best customer experience?

Customer experience, Customer satisfaction, VoC, Voice of the customer
Do all companies deliver the best customer experience? 15th February 2018

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…

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Shouldn’t customer experience measurement lead to insight and action?

Customer experience, Customer satisfaction, VoC, Voice of the customer
Shouldn’t customer experience measurement lead to insight and action? 6th July 2017

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…

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How not to manage customer experience

Customer experience, Customer journey, Voice of the customer
How not to manage customer experience 20th October 2016

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…

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How do consumers really feel about new customer and loyalty promotions?

Customer experience, Customer satisfaction, Loyalty, Market Research
How do consumers really feel about new customer and loyalty promotions? 11th December 2014

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)…

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The four consumer loyalty personalities

Customer experience, Customer satisfaction, Loyalty, Market Research
The four consumer loyalty personalities 8th December 2014

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…

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Are customer retention messages in TV ads working?

Customer experience, Customer satisfaction, Loyalty, Market Research
Are customer retention messages in TV ads working? 5th December 2014

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)…

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Measuring customer experience

Analytics, Customer experience, Customer satisfaction, Employee satisfaction, Market Research
Measuring customer experience 3rd September 2014

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…

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Achieving great customer experience

Customer experience, Employee satisfaction, Loyalty, Market Research, VoC, Voice of the customer
Achieving great customer experience 30th June 2014

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…

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Beehive Research MD discusses loyalty research at the IQPC Customer Experience Exchange

Customer experience, Customer satisfaction, Loyalty, Market Research, VoC, Voice of the customer
Beehive Research MD discusses loyalty research at the IQPC Customer Experience Exchange 27th June 2014

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’

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A guide to surprising and delighting customers

Customer experience, Customer satisfaction, Loyalty, Market Research, VoC, Voice of the customer
A guide to surprising and delighting customers 2nd December 2013

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…

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Brands have the power to stop customer switching

Customer experience, Customer satisfaction, Loyalty, Market Research, VoC, Voice of the customer
Brands have the power to stop customer switching 22nd November 2013

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…

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Why do customers have brand loyalty – even when they know they could save money by switching?

Customer experience, Customer satisfaction, Loyalty, Market Research, VoC, Voice of the customer
Why do customers have brand loyalty – even when they know they could save money by switching? 17th October 2013

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.

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