Strategies for improving customer experience

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

By |2018-11-13T11:20:41+00:00November 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

The naked truth about employee engagement

By |2018-09-27T16:55:11+00:00September 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+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

Learn about the psychology and physiology of customer experience

By |2018-07-20T12:16:32+00:00July 20th, 2018|Customer experience research, Customer experience strategy|

Learn about the psychology and physiology of customer experience in a recent webinar from Pearson Business School. The webinar features Dr Harry Witchel from Brighton & Sussex Medical School, Sam Johnson from M&S and our co-founder Tim Routledge discussing how neuroscience and physiology are key elements in customer experience. Dr

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

Is car retailing dead?

By |2018-05-11T11:50:09+00:00May 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+00:00April 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 |2018-07-24T14:24:53+00:00March 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+00:00March 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: