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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 buzzword for customer experience or is it taking companies to the next level? Andrew Cook explores...
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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
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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...
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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...
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Andrew Cook: 17 November 2014
7 November 2014 – Andrew Cook
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Andrew Burns: 14 November 2014
Measuring customer satisfaction can help you reduce the number of unhappy customers. This is particularly vital when you consider 1st Financial...
2 min read
Andrew Cook: 31 October 2014
Every business should have a customer care strategy. Surprisingly, most of the businesses we encounter don’t. When problems or complaints arise, as...
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Andrew Burns: 24 October 2014
As we enter the “age of the customer”, we need to use and understand all of the tools that can assist businesses in getting to know their customers...
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Andrew Cook: 17 October 2014
As business shifts focus from big data to data analytics, we’re starting to find that more businesses are benefiting from the value that can be...
2 min read
Andrew Burns: 09 October 2014
Do you remember the comedy film What Women Want, starring Mel Gibson and Helen Hunt? Many organisations feel like customer requirements are similar...
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Andrew Burns: 02 October 2014
American author Ernest Hemingway once said, “When people talk, listen completely. Most people never listen.” It is good, practical advice that...
2 min read
Andrew Burns: 26 September 2014
Did you know that in the time it took you to read this sentence over 204 million emails had been sent around the world? It is a statistic that both...
2 min read
Andrew Cook: 19 September 2014
Customer satisfaction has become absolutely essential in achieving business objectives as it provides a metric against which to measure and improve...
2 min read
Andrew Cook: 12 September 2014
The importance of sound customer experience management solutions cannot be stressed enough. It provides business with the differentiator that’s...
