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....
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...
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...
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...
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...
Feb 12, 2014 | Insight Methods, Product & Offer Development, Service & User Experience
You have the product that you know customers will want, the price is right, you have distribution, and the advertising achieved that all-important top quartile result. So where are all the sales? A simple Behavioural Economics framework may have the answer. Public...
