About Tim Routledge

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So far Tim Routledge has created 6 blog entries.

Biometric research – how it can improve customer experience

By |2018-10-17T16:02:46+00:00October 17th, 2018|Customer experience 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 more

Using biometrics in customer research

By |2018-09-25T11:54:27+00:00September 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+00:00September 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

Car hire customer experience

By |2018-07-11T12:02:27+00:00July 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 |2018-06-15T09:24:32+00:00June 14th, 2018|Customer experience research, Customer experience strategy|

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 why's does not

The unconscious way our senses influence the customer experience

By |2018-03-01T10:56:12+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