Ten top tips for building a customer-driven company in 2019

Ten top tips for building a customer-driven company in 2019 The world is changing fast. Customers are in control. They expect to shop when and how they like, 24/7. Rising customer expectations present a challenge for retailers and other suppliers who are having to extend their hours of business and the channels they support to [...]

By | January 5th, 2019|Research & Insight|Comments Off on Ten top tips for building a customer-driven company in 2019

Step into the branch of the future

Changing customer behaviours, online and mobile migration, fintech and digital disruption, legacy systems, outdated, the death of the high street.  Phrases often used to explain why the bank branch will soon be consigned to the history books.  The reality underpinning the prediction is not so clear though. There have been unprecedented numbers of branch closures. [...]

By | September 25th, 2018|Research & Insight|Comments Off on Step into the branch of the future

Best practice advice from the customer experience training room

Most businesses have a customer experience vision.  Many are developing a strategy and programme. But, few invest in tailored employee training to unite their people around these.  For lots of organisations, shrinking budgets, time constraints, the complexity of global and multi-site operations, large employee numbers and high levels of turnover means that customer experience training [...]

By | August 1st, 2018|Research & Insight|Comments Off on Best practice advice from the customer experience training room

Customer Experience Playbook for Retailers

Customer Experience Playbook for Retailers Championing experience retail Retailers that invest in their customers outperform the competition.  In this playbook, learn how, why and where customer experience adds the most value for your organisation. Discover: Why retail customer experience leaders outperform CX laggards Why most retailers are facing a digital dilemma How to create experience [...]

By | July 24th, 2018|Research & Insight|Comments Off on Customer Experience Playbook for Retailers

How to inspire customer advocacy in the experience economy

In the experience economy, inspiring authentic customer advocacy and improving loyalty is a top priority and long term trend as organisations strive to keep a competitive edge.  When businesses get this right, the reward is high-value customer groups that become extensions of your brand.  They share positive experiences, recommend you to others and influence what [...]

By | March 21st, 2018|Research & Insight|Comments Off on How to inspire customer advocacy in the experience economy

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?