Customer Experience

How do you discribe the future?

14 April 2011
Thumbnail image for How do you discribe the future?

Today we are launching our most important survey of the year and you could win one of 71 prizes including the latest I-Pad 2 by taking part.  The role of Shopping with your Mobile is changing more and more each day. Retailers and consumer facing businesses are investing heavily in services that are designed to [...]

Read the full article →

Customer Experience Planning Course

14 March 2011
Thumbnail image for Customer Experience Planning Course

Many organisations struggle with defining best practice in Customer Experience Planning. This is an easy to access training course for customer experience professionals

Read the full article →

Customer Insight – Customer Effort Score Conference

14 March 2011
Thumbnail image for Customer Insight – Customer Effort Score Conference

Customer Insight  is changing fast. Customer Effort Score has joined a ranks of serious Customer Insight Tools used by large organisations to understand their customer relationships and their Customer Service. These include Net Promoter Score, CSAT TQM & many others. Each of these systems and the organisations who service them are competing for significant sums of money. Investment [...]

Read the full article →

The Contact Strategy Revolution

28 September 2010
Thumbnail image for The Contact Strategy Revolution

Contact Strategy is changing. It is a vital part of customer service and impacts sales and marketing functions. We are in the early stages of a revolution in the cost and value of contact. We are facing a major change in the fundamentals of contact strategy that organisations need to come to grips with as [...]

Read the full article →

A Guide to Contact Strategy -10 Questions

19 September 2010
Thumbnail image for A Guide to Contact Strategy -10 Questions

What is  the state of  your Contact Strategy? This article is about the 10 questions we should always be asking ourselves to ensure that compass we use to guide our organisations is set to the operational equivalent of north. This exercise in evaluting Contact Strategy wsas developed by the Customer Experience Foundation. Here are my [...]

Read the full article →

Social Media and the Voice of the Customer

19 September 2010

This white paper is based on a research project called “how I like to communicate” which was a Voice of the Customer” micro study exercise undertaken in March of 2010 in support of a presentation for UC EXPO at Olympia in London. The project was run by the Customer Experience Foundation and BrainFoodExtra. The exercise [...]

Read the full article →

← Previous Entries