The naked truth about employee engagement

By |2018-09-27T16:55:11+01:00September 27th, 2018|Customer experience strategy, employee engagement, Employee experience|

This week we were lucky enough to be invited to the Lush showcase event in Manchester. Primarily focused on engaging Lush employees, they invite every manager from every store across the world to a spectacular event celebrating everything lush about Lush. It’s a cross between Alice in Wonderland and Charlie & the Chocolate Factory.

Using biometrics in customer research

By |2018-12-06T13:36:01+01:00September 25th, 2018|Customer experience research, Customer experience strategy, Customer survey|

Last week saw the publication of our first co-authored paper reviewing physiological and neuroscientific methods for investigating customer research and employee research. In this article, I’d like to reflect on how these exciting methods can be used to help businesses better understand their customers and staff and how that insight should be used to

How science can help us better understand customer experience

By |2018-09-22T17:44:07+01:00September 18th, 2018|Customer experience research, customer surveys|

In a previous post (customer surveys are a  waste of time) we said to stop wasting time on meaningless customer surveys. A bold statement but one we stick to as most customers surveys are poorly designed, they do not provide useful insight and it seems their sole purpose is to provide meaningless stats to