Thought leadership, research, and practical insights on customer experience, employee experience, and business strategy.
Restrictive 'unopened box only' return policies are killing customer trust and handing competitive advantage to Amazon. Discover why customer-friendly return policies drive long-term business success.
Read more →I've been using a VPN for a while, and I'm shocked by how many websites I simply can't access privately. Websites use cookies to the maximum, taking everything from you without you even noticing.
Read more →Discover why the Kano Model isn't just for product development. Learn how this powerful framework transforms customer experience strategy by categorising features into Must-be, Performance, and Attractive requirements.
Read more →Your colleagues in Sales, Marketing, Customer Service, Product, Ops and other departments play a role in Customer Experience. They don't necessarily want to be told how to do their jobs, but they probably want tools that help them do their jobs better, more effectively and more appreciated.
Read more →I received a survey from the BBC today. Probably like millions of other people. Like everyone else, I don't respond to every survey in my inbox, but I actually wanted to participate in this one.
Read more →Explore how colour-coding in NPS® surveys distorts customer feedback and affects organisational insights.
Read more →Can anyone tell me what's the point of a closed-box-only return policy? Because I can't figure it out.
Read more →At one point, I asked the panel about what Jones and Sasser1 defined as "wrong customers" and one of the experts, quite rightly said: "We have to be careful how we label our customers. We surely don't have "wrong" customers".
Read more →We always talk about segmenting customers. It's a very good idea to do that and to better understand what different actions and strategies to take for different types of customers with different types of needs, motivations, behaviours, outcomes, etc.
Read more →Discover strategies to enhance customer experience, boost retention, and leverage insights for effective business growth.
Read more →Discover the fascinating origins of customer experience, from ancient Babylonian complaints to modern CX practices, and see how customer service has evolved over 4,000 years.
Read more →Discover key lessons on loyalty through an insightful NPS® comparison with real customer actions and behaviours.
Read more →Explore how feedback bias impacts innovation in exclusive services and personal relationships, hindering business growth.
Read more →Explore the Apostles Model's relevance in understanding modern customer behaviour and enhancing satisfaction.
Read more →Explore how customer feedback surveys can skew perceptions and impact business decisions. Insights from Xperience 360.
Read more →Explore how clear survey design enhances customer experience data accuracy and drives effective insights for better decision-making.
Read more →Explore the differences between NPS® and satisfaction for effective CX strategies and seize the opportunity for improvement.
Read more →Discover why understanding customer needs is vital for a successful CX programme. Enhance your approach with our ultimate guide.
Read more →Discover why a deeper approach to customer insights is essential for enhancing CX beyond just surveys.
Read more →Discover how relying on a single provider can negatively impact your online shopping experience and customer satisfaction.
Read more →Discover how a structured complaints process enhances feedback and drives customer experience improvement.
Read more →Learn how to effectively gather feedback through surveys and other effective methods to improve customer experience, gaining valuable insights.
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