Strategies for improving customer experience

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

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

7 Secrets of Successful Customer Journey Mapping

By | 2018-03-07T17:37:48+00:00 March 7th, 2018|Customer experience strategy|

7 Secrets of Successful Customer Journey Mapping Last week we shared our tips for customer journey mapping workshops. Now we’re onto the actual process of journey mapping itself. Customer journey mapping gets written about a lot. And we have seen our fair share of beautifully crafted maps adorning office walls. I know I don’t

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: