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 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…
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….
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…
Source: BBC News The scale of Volkswagen’s emission test cheating As reported by the BBC, Volkswagen is the number one global car maker in terms of sales. However, with Volkswagen admitting it deceived regulators in exhaust emissions tests by installing…
In our last blog based on the findings of our Loyal Losers Part Two (LL2) study we looked at consumer attitudes towards recruitment and retention adverts. In this post we look at what consumers want from brands’ ad campaigns. While…
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 loyalty personalities that emerged from the quant phase of our research. The 2,024 UK respondents,…
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)…
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.