Find more examples, case studies and stories in our latest book Having conducted hundreds of customer satisfaction and loyalty surveys over the last 20 years, we know first-hand what it takes to deliver CX excellence in b2b markets. Unfortunately, ex ...
It’s fair to say that most of us aren’t born with an innate ability to deliver impactful presentations – it’s a skill that needs to be practiced and mastered. Whilst there are many training courses, books, articles and blogs out there to prov ...
Find more examples, case studies and stories in our latest book Having conducted hundreds of customer satisfaction and loyalty surveys over the last 20 years, we know first-hand what it takes to deliver CX excellence in b2b markets. Unfortunately, ex ...
The results of b2b market research are grounded in an understanding of customers’ valid opinions on many aspects of business. In general, humans are very emotionally-leaky beings, so our actions don’t always reflect our emotions. The inconsistenc ...
Customer Experience Metrics Being a market researcher who carries out customer experience programmes for some of the largest businesses in the world, I can appreciate a useful metric – of which there are many at our disposal but all do have the ...
Our recent survey shows that growth is high on the agenda of marketing and insight departments right now. Through the survey findings, we’ve identified the 6 key areas of focus for 2018, including the top marketing strategies and the biggest challe ...
We all know that visuals are a key component of any presentation. In our efforts to improve them, what can we learn from sensory neuroscience? ...
Most researchers and those involved in research circles are by now extremely familiar with the term “Customer Journey”. It entered the insight mainstream in 2012-2013 and has since become the all-encompassing descriptor of studies which explore t ...
Understanding the path to purchase is vital in driving brand preference. And crucially, it begins long before considerations on the likes of product features and price. Buyer journey research allows you to step into the buyer’s shoes and identify t ...
The growing trend to switch focus from Customer Service or Customer Relationship Management to Customer Experience and Customer Experience Management is a smart one. ...