Customer Experience

How to Build Customer Lifetime Value Using Research

A focus on relationship-building is vital in order to increase satisfaction and engender loyalty. This article, part of our series on developing a marketing strategy, aims to explore why building solid customer relationships is so important. ...

Customer Experience

Our Journey to CX Excellence: an Interview with… Ian Webb, Antalis

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 ...

Customer Experience

Our Journey to CX Excellence: an Interview with… Jo Ormrod, Coveris

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 ...

Customer Experience

Our Journey to CX Excellence: an Interview with… David Ward, Yodel

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 ...

Customer Experience

B2B Buyer Personas – Marketing To Somebody, Not Just Anybody!

B2B buyer personas are becoming an increasingly important element of the business-to-business marketer’s toolkit. This article outlines seven key points to bear in mind when researching, developing and activating b2b buyer personas in your orga ...

Written by Jennifer Strange
Customer Experience

The Momentum Matrix – A Customer Experience Framework

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 ...

Written by Marc Brokenbrow