About Flora Marriott

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So far Flora Marriott has created 11 blog entries.

Is car retailing dead?

By | 2018-05-11T11:50:09+00:00 May 1st, 2018|Customer experience strategy|

Is car retailing dead? Last week Vauxhall put its head above the parapet to end the contracts of all 300+ of its UK dealerships.  (Here's the news piece in the Daily Telegraph).   This sent shockwaves through an industry already reeling from falling new car sales. The future is very uncertain. A recent KPMG report predicts

Giving up personal details is as stressful as a panic attack

By | 2018-04-19T15:26:07+00:00 April 19th, 2018|Customer experience research|

Giving up personal details is as stressful as a panic attack A somewhat dramatic headline, isn't it?! Our recent blog posts have focused on Tripping Points®. These are the moments of unexpected stress for customers. Let's now dive in deeper to show you some of our own CX Lab research discoveries. Stressful findings In a

3 Tripping Points of the customer experience

By | 2018-04-19T12:10:33+00:00 April 12th, 2018|Customer experience strategy|

3 Tripping Points of the customer experience And why customers are like cats In the last blog post I explained Tripping Points.  (You can read it here). Tripping Points is a research method that lets us find out how customers react in real time to their experience. Whether that be in a shop, online, calling

The secret ingredient for improving customer experience: Tripping Points

By | 2018-04-04T08:58:06+00:00 April 3rd, 2018|Customer experience research|

The secret ingredient for improving customer experience - Tripping Points Imagine you can go beyond customer surveys and interviews.   Imagine you can directly see how customer interactions happen in real life and how they feel.  That’s one of the cornerstones of our CX Lab approach to customer experience.  We call our insight CX Lab Tests. 

Employee experience is more useful than engagement

By | 2018-03-27T15:00:43+00:00 March 27th, 2018|Employee experience|

Employee experience is more useful than engagement Note: this is a sequel blog post.  The first one is, 'Is Employee Engagement a Distraction?'   As outlined in the previous post, I believe that there are three questions that are much more important to ask than ‘are employees engaged?’ 1. What are leavers costing the company? 2.

Is employee engagement a diversion?

By | 2018-03-27T15:02:06+00:00 March 27th, 2018|Employee experience|

Is employee engagement a diversion? A magician shuffles his cards. He asks us to name our card and to watch for it as he shuffles. The audience is quiet, watching hawk eyed. This is how magic works. Our attention is diverted. Our eyes are misdirected, so that we don’t notice the actual trick. If you

Why cars are stalling and bath bombs are fizzing

By | 2018-03-19T10:37:41+00:00 March 19th, 2018|Customer experience stories|

Why cars are stalling and bath bombs are fizzing Last week we managed to squeeze in some time for shopping. Sounds very frivolous doesn’t it. But it is vital for us to be able to evolve our research methods. And it enables us to gain first hand insights into the current high street shopping

7 Tips for Customer Journey Mapping Workshops

By | 2018-03-01T16:25:11+00:00 March 1st, 2018|Customer experience strategy|

We've run countless workshops to help clients create customer journey maps.  It's a privilege to help people think differently and take their business forward.  We've learnt a thing or two along the way about what works best.  And what doesn't!  Here are 7 elements that describe the most successful workshops:

From VIP to cattle class

By | 2018-02-23T17:29:45+00:00 February 23rd, 2018|Customer experience stories|

Flora discovers how Liverpool Football Club could teach the Italians a thing or two... All of our team at CX Lab are big sports fans.  For my part, I like nothing better than going to Liverpool to see my team play.   Whilst on holiday in Italy recently, I got tickets for the Turin derby.  Torino

Step into your customers’ shoes using ethnography

By | 2018-02-02T18:47:47+00:00 February 2nd, 2018|Customer experience research|

What is ethnography? Ethnography is one of the methods we use in our CX Lab Tests.  Although it’s not a new research method, it’s not yet used to its full potential by businesses.  We’re always excited by the insights revealed by our ethnographic research.  If you’d like to know more about what exactly ethnography is,