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…
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…
Why is a customer service charter so important? A customer service charter is a key tool that can help to improve your customer experience and thus profits/revenue across your business. The set of written promises outline the standards that you…
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…
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…
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…
Going global What to consider to acheive truly global insight The world is becoming a smaller place with people, products and services travelling all over the globe. For companies with an international remit, global insight is important in order to…
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…
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.