With social media comments and complaints so visible to the world, one might think that companies would prioritise such enquiries over other channels. So why are retailers so poor at it, and how can we all learn from their mistakes?
Read MoreIn healthcare, it's understandable that employees are encouraged to take personal responsibility to solve problems. But does this drive a behaviour to simply fix a problem, rather than the underlying cause? And if this pattern exists in healthcare, what does it tell us in other industries about customer service management?
Read MoreCustomer Faithful takes customers’ needs and interprets how brand strategy and positioning can reflect them.
Read MoreMany organisations recognise the value of customer experience but struggle to capture it accurately. Our Lifelines™ methodology provides exactly how to do this.
Read MoreIt goes without saying that customers want the services they use to work (whether they pay for them or are free). But a great customer experience is more than that, as this example from the world of Swiss rail demonstrates.
Read More'Pop-up' stores have grown so much in recent years. But is the concept itself a winning proposition? Is it sustainable, and how good is the shopper experience? More importantly, what can we learn from pop-ups, not just as retailers but for anyone manging a brand and its customer experience?
Read MoreCustomer Service is evolving. No longer a single department, now organisations are developing their customer experience, embedding service in the whole proposition for all customers. So what does this mean for the future of customer service?
Read MoreCustomer Faithful's Rick Harris will be making two presentations at the Pfizer Lifelines seminars on March 14th, showcasing some of the techniques and findings from projects undertaken within the Pfizer Lifelines programme since 2010.
Read MoreThe shocking details of the Mid Staffordshire hospital scandal were already known, of course. But in forming our view on what needs to change to support patients, we were keen the explore the reaction to yesterday's release of the public inquiry, known as the Francis Report.
Read MoreCrabtree & Evelyn hired us to develop a clear and practical brand strategy, firmly grounded in customer insight and their needs.
Read MoreThe much discussed NPS-style 'Friends & Family' question is being introduced by the NHS in April 2013. But will this survey be asked at the right time in the patient experience? And how narrowly should their experience be framed?
Read MoreCustomer experience (CX) dogma has drilled companies into engineering their products and services for consistency. But what about their people? Could or should firms ''dare to be different' and hire employees outside of their usual profile?
Read MoreFor a customer experience to achieve its goals, it needs employees to feel free to deliver it authentically. So how can firms empower their people to provide a great experience, without risking them going off-piste? By being brave. Here's why.......
Read MoreIt's the last week of pre-Christmas shopping, and out-of-town shopping centres are humming with crowds. But overall, shopping centre growth is in decline, so what happens next? We look at potential ideas for the future of shopping centre venues.
Read MoreIt’s hardly a new idea that sales teams need to respond to what their customers want from their products and services. But what if the things that customers truly value are still unknown to the company? Or seemingly beyond your firms’ control altogether?
Read MoreExploring the end-to-end customer journey is crucial to understanding customer experience. This article uses a Loews Hotel Group case study to illustrate how such insight can drive a more distinctive proposition.
Read MoreOur previous blog for how to make queuing a more positive experience has become our 3rd most popular article! So, we figured we'd keep looking for more ideas and resources to share on this. Here's some of the best we've seen in recent months....
Read MorePerhaps the most consistent finding we see in our work with patients is the lack of 'joined-up' healthcare - the reality that the experience patients want is often very different from the "care pathway" that individual healthcare providers offer. So what can be done?
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