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

Customer surveys are a waste of time

By |2018-09-03T17:12:24+00:00July 27th, 2018|Customer experience research, Customer survey|

Customer surveys do not work Let’s consider the advancement in behavioural science which broadly tells us that most of our decisions in life occur unconsciously. Even those big conscious decisions (who to marry, which house to buy, fast car vs one that fits the children etc) are influenced by our unconscious, inbuilt bias, past