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
Digital Customer Experience A recent Appdynamics study found that 88% of technologists report that digital customer experience is now the priority. OK, so that is hardly earth-shattering news to most of you. It probably was the priority before lockdown and with shops only just opening, it certainly will continue to be a priority.
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
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
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
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
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 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
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
Is employee engagement a diversion? A magician shuffles his cards. He asks us to name our card and to watch for it as he shuffles. The audience is quiet, watching hawk eyed. This is how magic works. Our attention is diverted. Our eyes are misdirected, so that we don’t notice the actual trick. If you
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
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:
Flora discovers how Liverpool Football Club could teach the Italians a thing or two... All of our team at CX Lab are big sports fans. For my part, I like nothing better than going to Liverpool to see my team play. Whilst on holiday in Italy recently, I got tickets for the Turin derby. Torino
