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Improving the third-party customer experience | Case Study

Jun 14, 2019 | Business & Stakeholders, Case Studies, Financial Services, Service & User Experience

The third-party channel for many financial service providers is their main source of sales and customer experience. By understanding the broker experience from both the customer and broker perspective, we helped our client to grow their business and their improve...

Making the tracking of customer experience lively! | Case Study

Jun 14, 2019 | Case Studies, Financial Services, Service & User Experience

How can a financial service firm with a growing number of products, and service channels know where to get the best return from improving customer experience?  By having a platform that tracks all the key experience moments with actionable metrics and live reporting....

Random Acts of Service: Would your customer service pass the Turing Test?

Jun 26, 2015 | Service & User Experience

Who is likely to give you the best customer service, a human or a robot?  While the answer may seem obvious (hint: the human!), automated services are hard to beat for routine types of services, and they are getting better!  These automated procedures are the backbone...

Building a Customer Centric Business with Customer Journey Mapping

Jul 12, 2014 | Product & Offer Development, Service & User Experience

Creating a customer-centric business is not just about creating products and services that satisfy; it is also about creating an experience that drives business outcomes. A win-win situation for you and your customers. An approach that has helped many businesses to...

Linking Service Delivery to Customer Behaviour

Jun 12, 2014 | Insight Methods, Service & User Experience

What drives customer retention and repeat buying? Having the right product at the right price is definitely key to keeping your customers. However, when products are easily substituted and prices are competitive it is the service experience that can create your...

Using the Customer Lifecycle to Drive Service Improvement

May 12, 2014 | Product & Offer Development, Service & User Experience

With each encounter a customer’s experience with your business changes and so do their expectations, the products they use, and which service delivery channels they rely on. Similarly, as a customer – business or consumer – moves through their lifecycle with your...
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Recent Posts

  • Bank and Financial Services Market Research
  • How to Do Customer Research | A practical guide
  • Using Insights to Grow a Family Planning Brand | Case Study
  • The Consumer Behaviour of Toilet Paper Hoarding
  • How you can still do qualitative research during the COVID-19 outbreak ?

Recent Posts

Recent Posts

  • Bank and Financial Services Market Research
  • How to Do Customer Research | A practical guide
  • Using Insights to Grow a Family Planning Brand | Case Study
  • The Consumer Behaviour of Toilet Paper Hoarding
  • How you can still do qualitative research during the COVID-19 outbreak ?

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