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…
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…
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…
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 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…
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 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)…
In our last post we highlighted the importance of understanding how your business is performing, which areas have the greatest impact on overall satisfaction, and which of these areas you should focus your efforts on. This technique can equally be…
In our last blog on measuring the key drivers of client, stakeholder and employee satisfaction we looked at assigning a relative importance value to the key drivers of customer satisfaction. Prioritising the key drivers of customer satisfaction We also talked…
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…
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.
Are the results of your customer satisfaction programmes truly understood by your whole business and effectively used to inform strategy and drive business performance? And is customer satisfaction management embedded at the heart of your business? If the answer to…
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…