About John Aves

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So far John Aves has created 65 blog entries.

How to get employees to emotionally connect with customers through behavioural training

We challenge ourselves to design a training experience that is the most memorable and fun that participants’ have ever experienced

By | July 7th, 2017|Blog|Comments Off on How to get employees to emotionally connect with customers through behavioural training

Judging at the UK Financial Services Experience Awards

The UK Customer Experience Awards is the biggest and most compelling CX event in the world

By | June 14th, 2017|Blog, News|Comments Off on Judging at the UK Financial Services Experience Awards

M&S is hoping that its new ad will save the company

The challenge for M&S is to establish a shopping experience that customers enjoy and are excited by.

By | May 26th, 2017|Blog|Comments Off on M&S is hoping that its new ad will save the company

Why executives should be interested in behavioural science

Behavioural science matters because it shapes the memories and feelings we take away from an experience.

By | October 18th, 2016|Blog|Comments Off on Why executives should be interested in behavioural science

Ikea: Behavioural science keeps us coming back

One of the issues that many executives struggle with is in deciding where they should invest in order to drive higher levels of customer loyalty.

By | October 5th, 2016|Blog|Comments Off on Ikea: Behavioural science keeps us coming back

Do loyalty schemes drive loyalty?

Loyalty schemes represent a multi-million-pound industry. Many businesses have got a finger within the loyalty ‘pie’. Tesco have the Club Card, Boots have the Advantage Card and Sainsburys are part of the Nectar network.

By | September 30th, 2016|Blog|Comments Off on Do loyalty schemes drive loyalty?

If customer satisfaction is not enough, how do we create fans?

Satisfaction used to be the standard. People used to be perfectly happy with ‘satisfied’. But something has changed. In fact, a number of things have changed.

By | September 13th, 2016|Blog|Comments Off on If customer satisfaction is not enough, how do we create fans?

IKEA – From products to experiences

A new breed of company has come along in the last decade, that has moved into the world of experience in order to create competitive advantage.

By | September 7th, 2016|Blog|Comments Off on IKEA – From products to experiences

What about when customers do not know what they want?

In the previous blog, we discussed how Customer Research, including VoC (Voice of the Customer) can be utilised to understand customers’ opinions and expectations of a proposition; and then how this research can be utilised to transform that product or service. This approach is clearly more likely to lead to the organisation developing something commercially [...]

By | August 2nd, 2016|Blog, Research & Insight|Comments Off on What about when customers do not know what they want?

Customer research – What are we trying to find out?

The global insight research industry is enormous. In 2013, its size in terms of turnover was estimated to be over $40bn. Considering the growth trends, this is likely to have risen since then, and will undoubtedly continue to rise in the future. Lots of organisations looking to gather a lot of information. Within the commercial [...]

By | July 26th, 2016|Blog, Research & Insight|Comments Off on Customer research – What are we trying to find out?