2 min read
Smoke Customer Intelligence: 15 June 2016
Four out of ten contact centres don’t analyse the data they collect… Contact centres are known for the vast number of metrics they use to measure performance and efficiency. First call resolution, response time, average waiting time, utilisation and...
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3 min read
Smoke Customer Intelligence: 29 February 2016
The lifetime value of a customer is an important aspect for any company as it determines what a customer may be worth to you if you manage to hold on...
2 min read
Smoke Customer Intelligence: 01 February 2016
Recently, several posts on social media have drawn attention to the importance of cultivating the right employee experience in a companies’ overall...
1 min read
Andrew Cook: 15 November 2015
I have gained first-hand experience working within the insurance industry on their customer experience management and voice of the customer...
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Andrew Cook: 29 June 2015
It’s been a while since we discussed the importance of addressing customer needs and requirements. Your customers not only want great products and...
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Andrew Cook: 29 June 2015
I’m a firm believer that business leaders should be turning their focus to the customer journey. Many haven’t yet discovered the value of creating a...
2 min read
Andrew Cook: 29 June 2015
Forget price and product wars, getting customer satisfaction right has become the key differentiator in today’s increasingly competitive market. It’s...
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Andrew Cook: 29 June 2015
Customer experience management has become so strategic for many business leaders that companies are starting to lose sight of its purpose. While...
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Andrew Cook: 10 March 2015
Customer experience management is about balancing the fluffy stuff with optimal operations. Focusing on delighting your customers means that customer...
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Andrew Cook: 20 February 2015
Companies are talking about customer engagement and the concept is causing a stir in service-driven companies. But is customer engagement just a new...
2 min read
Andrew Cook: 13 February 2015
13 February 2015 – Andrew Cook
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Andrew Cook: 15 January 2015
When we think about Net Promoter Scores, it’s easy to leap to Apple as the ideal player to emulate: how many other companies can boast such a fervent...
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Andrew Burns: 09 January 2015
A company’s customer satisfaction score, or CSAT, may not be a crystal ball for understanding every aspect of your customers’ needs, but it can be an...
2 min read
Andrew Burns: 18 December 2014
The Customer Effort Score (CES) is rapidly gaining popularity as a way to measure customer experience. While both the Net Promoter Score and Customer...
1 min read
Andrew Cook: 18 December 2014
18 December 2014 – Andrew Cook
2 min read
Andrew Burns: 11 December 2014
In a competitive marketplace where businesses vie for customers, your Customer Satisfaction Score is a key differentiator and, increasingly, has...
2 min read
Andrew Burns: 05 December 2014
Measuring the key drivers of customer retention and loyalty is a key focus for organisations seeking to refine their knowledge on how transactional...
2 min read
Andrew Cook: 28 November 2014
The rule of thumb in advertising when it comes to accessing the success of a TV commercial or any other radio, print or outdoor campaign is quite...
2 min read
Andrew Burns: 21 November 2014
Business, like life, can be messy. A one-size-fits-all approach to your customer-centricity solutions in today’s fast-paced and demanding business...
2 min read
Andrew Cook: 17 November 2014
7 November 2014 – Andrew Cook
