Behavioural research is more important than ever

By |2020-06-03T17:34:18+01:00June 3rd, 2020|Behavioural Science, Customer experience research, Customer experience strategy|

Behavioural research is more important than ever. You don’t need us to tell you that customer behaviour has changed over these last few months. Queuing outside supermarkets, increased online shopping and social distancing have changed the way we do things. For many, this is a stressful time. Understanding this new customer anxiety, emotion and behaviour

5 ways to transform mystery shopping

By |2019-11-05T19:23:13+00:00October 29th, 2019|Behavioural Science, Customer experience research|

Mystery shopping is not useful! Recently I came across a report from ContactBabel describing how respondents rated the usefulness of various CX learning methods. Interestingly and perhaps not surprising, were the respondents low scores for the usefulness of mystery shopping. This is a £billion industry – that's an awful lot to spend on something

User experience – the secret to improving it

By |2020-03-13T12:39:15+00:00September 6th, 2019|Customer experience research, User experience|

User Experience - the secret to improving it Understanding any aspect of human behaviour like user experience is never as straightforward as we would like. If humans were the conscious, rational decision makers we used to believe then human study would be simple. We would just ask people about what they did and why

Emotional Connection – The Big Lie

By |2020-01-06T13:51:03+00:00July 22nd, 2019|Customer experience research|

Is Emotion the key to customer experience differentiation? There appears to be a popular narrative at the moment about the need for brands and experiences to create positive emotional connections for customers. Emotion and customer experience appear to be key partners. Only recently Forrester announced: “Emotion Holds The Key To Achieving CX Differentiation -

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

Giving up personal details is as stressful as a panic attack

By |2018-04-19T15:26:07+01:00April 19th, 2018|Customer experience research|

Giving up personal details is as stressful as a panic attack A somewhat dramatic headline, isn't it?! Our recent blog posts have focused on Tripping Points®. These are the moments of unexpected stress for customers. Let's now dive in deeper to show you some of our own CX Lab research discoveries. Stressful findings In a

3 Tripping Points of the customer experience

By |2018-04-19T12:10:33+01:00April 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

The secret ingredient for improving customer experience: Tripping Points

By |2018-07-20T11:27:20+01:00April 3rd, 2018|Customer experience research|

Imagine you can go beyond customer surveys and interviews.   Imagine you can directly see how customer interactions happen in real life and how they feel.  That’s one of the cornerstones of our CX Lab approach to customer experience.  We call our insight CX Lab Tests.  We seek to find out how customers respond and feel

Why cars are stalling and bath bombs are fizzing

By |2018-03-19T10:37:41+00:00March 19th, 2018|Customer experience stories|

Why cars are stalling and bath bombs are fizzing Last week we managed to squeeze in some time for shopping. Sounds very frivolous doesn’t it. But it is vital for us to be able to evolve our research methods. And it enables us to gain first hand insights into the current high street shopping

7 Secrets of Successful Customer Journey Mapping

By |2018-07-24T14:24:53+01:00March 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

Step into your customers’ shoes using ethnography

By |2018-02-02T18:47:47+00:00February 2nd, 2018|Customer experience research|

What is ethnography? Ethnography is one of the methods we use in our CX Lab Tests.  Although it’s not a new research method, it’s not yet used to its full potential by businesses.  We’re always excited by the insights revealed by our ethnographic research.  If you’d like to know more about what exactly ethnography is,

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

Go to Top