There so much uncertainty following the EU referendum result. The sands are shifting. The pound is stronger now and the FTSE is doing well. PWC have claimed that the UK’s financial centre will become a real powerhouse. Manufacturing had a stronger quarter than it has in a couple of decades. I also hear that some industries, […]
No business intentionally ignores its customers. In fact, most managers think they do a reasonably good job of listening. But, if a customer feels ignored, big trouble lies ahead. Customer engagement is essential to business success. The pain of being ignored Naomi Eisenberger undertook a neuroscience research project to explore what goes on in people’s brains […]
Did you follow Leicester City and their progress to the number one spot in the Premier League? Did you wonder if your business could achieve a similar coup? Have your business results been in the same league …. or is it time to show exactly what your company is capable of? Like many women I […]
Is consistent growth realistic in this market? Is your value proposition really working for your business? If you’re reading this, I guess you like the idea of more customers. A large number of additional customers who enjoy your products and services so much that they come back time after time. Customers that spread the word virally, […]
3 things successful, fast growing companies do differently Part 2 of 3 The principles of winning customer loyalty First of all, there are 3 elements to consider when developing a great customer experience: Does the product service do what it promises? How easy is it for the customer to gain access to what he wants […]
OK. So I will assume you have worked out the customer experience touchpoints (from your customers’ point of view) and that you now understand at which touchpoints your company is exceeding their expectations and where they are disappointed what emotions they are experiencing at each point Making the key decisions So, where are the biggest […]
Consider for a moment a recent shopping experience you had- either good or bad. What do you remember about it? I bet it was the customer experience itself – and not so much about the product.[1] Am I right? Poor customer experience is fast track to business failure A certain large telecommunication company in the UK […]
