We challenge ourselves to design a training experience that is the most memorable and fun that participants’ have ever experienced
The UK Customer Experience Awards is the biggest and most compelling CX event in the world
The challenge for M&S is to establish a shopping experience that customers enjoy and are excited by.
Behavioural science matters because it shapes the memories and feelings we take away from an experience.
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.
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.
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.
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.
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 [...]
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 [...]