About Tim Routledge

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So far Tim Routledge has created 13 blog entries.

Behavioural science – Can a blue room really make a difference to profit?

By |2022-09-26T15:40:26+01:00September 10th, 2022|Behavioural Science, Customer Experience Design|

Behavioural Science - can a blue room really make a difference to profit? In an experiment carried out on behalf of Honda UK, we created an environment specifically engineered to test the findings of numerous behavioural science studies and our own long-term research in the automotive sector. The study was designed to investigate the

What can our eyes and face really tell us about customer experience?

By |2022-09-26T18:36:05+01:00August 16th, 2022|Customer experience research|

Windows to the mind In a recent post, we looked at some of the measures of internal physiology – like heart rate and EDA – that can help us to understand the drivers of customer behaviour - the Tripping Points® as we call them. Today we’ll review some of the other methods outlined in

How to improve the airline customer experience

By |2019-10-25T19:38:07+01:00May 9th, 2019|Customer experience research, Customer experience strategy, customer surveys|

Improving the airline customer experience  I’ve just been trying to buy an extra bag on an American Airlines flight for my daughter who comes home from the US this week. Despite the information on their website that says you should be able to do this online after you’ve checked in order to ‘save time at

Brain activity in customer research

By |2019-10-25T19:39:17+01:00December 3rd, 2018|Customer experience research|

How monitoring brain activity can help us better understand customer and employee experience In this final post in our series about the different methodologies for investigating customer and employee experience (read our full academic paper), we’re going to look at some of the ways of actually scanning the human brain and visualising the activity taking

Employee experience research: when needs get critical

By |2019-10-25T19:40:15+01:00November 28th, 2018|Employee experience|

Who’s there to help when the blue lights are flashing for ambulance staff themselves? We recently came across a tender that had been put out by Health Education England ‘promoting wellbeing for UK NHS Ambulance Personnel’. It called for bids from interested parties to provide employee research services to try and uncover the causes of

Why don’t we seem to like Estate Agents and Car Dealers?

By |2019-10-25T19:42:10+01:00November 12th, 2018|Customer experience research, Customer experience stories, Customer experience strategy|

Why buying a house is as bad as buying a car …and vice versa Why is it that we humans seem so against the idea of paying commission to sales people, brokers or agents, and yet are happy to contribute tips – on top of the actual price of their meal – to waiting staff

Biometric research – how it can improve customer experience

By |2019-10-25T19:44:43+01:00October 17th, 2018|Customer experience research|

Biometric Research It was recently announced that both Hyundai and Toyota are investing in a Perceptive Automata, a company dedicated to helping autonomous vehicles to understand humans better. While this of course is a very worthwhile aim (and the resulting software could revolutionise driverless cars), I couldn’t help but feel that it highlighted how much

Using biometrics in customer research

By |2020-06-30T11:05:07+01:00September 25th, 2018|Customer experience research, Customer experience strategy, Customer survey|

Using Biometrics in customer research 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

How science can help us better understand customer experience

By |2019-10-25T19:52:52+01:00September 18th, 2018|Customer experience research, customer surveys|

The psychology and physiology of customer experience 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

Car hire customer experience

By |2018-07-11T12:02:27+01:00July 11th, 2018|Customer experience stories, Uncategorized|

Here’s a quick story of the kind of casual attitude to customer experience that really damages the relationship between a customer and a brand and puts its staff in the onerous position of having to ‘save’ that relationship. I needed to hire a car for a few days and went

Behavioural science CX experiment findings

By |2019-10-25T20:03:38+01:00June 14th, 2018|Customer experience research, Customer experience strategy|

Behavioural Science Experiment - People don't do what they say Much of the thinking in the world of customer experience has been developed by asking customers or employee questions. The issue with this is that people don't do what they say. Our unconscious, for the most part, is in charge. Asking people the what's and

The unconscious way our senses influence the customer experience

By |2018-12-08T15:15:18+00:00January 19th, 2018|Customer experience research|

The unconscious way our senses influence the customer experience Why should it be that hearing the sound of a creaking door should make people rate their back as feeling stiffer or that sitting in a blue room with soft carpet, gentle music and a lavender fragrance would make customers more likely to accept higher

CX Lab – what we are about

By |2020-05-07T17:54:23+01:00December 22nd, 2017|CX Lab news|

CX Lab We decided it was time to cut through the crap about customer and employee experience and inject some science. We have a bee in our bonnet about wanting to help companies to bring the latest behavioural science to understand human behaviour and apply this to improve the experience for people. It starts with insight

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