Author Archives: Richard

Customer-centric vs consumer-centric business

Gartner defines customer centricity as, – “the ability of people in an organisation to understand customers’ situations, perceptions, and expectations.” Meaning, if you want to really know your ideal consumer, you need a strong customer-centric selling strategy. Customer-centric selling is an empathetic, inside-out approach in which all teams — R&D, product management, marketing, sales, support — seek[…]

How is the cost-of-living crisis impacting customer loyalty?

New research reveals how the cost-of-living crisis is affecting customer spending and loyalty, and how this will impact brands. Just as we thought the world was about to return to normal after more than two years of uncertainty, along comes a global economic crisis, inflation trending upwards, and the lingering possibility of a recession commencing[…]

What is the new tech really telling us?

Let’s face it we all love a new piece of tech, or a shiny new car, or a new mobile phone. However, when we speak of the new tech evolving within the ‘market research’ CX industry, many businesses still do not consider the ‘deliverable’ aspect sufficiently enough, before introducing new feedback methodologies. And let’s face[…]

How To Assist New Employees To Feel Welcome.

Conducting the onboarding process has a dramatic effect on employee performance, engagement and even their tenure. However, gradually more and more demands have been added to the process (i.e. legal requirements, mandatory trainings, pages after pages of employee handbooks). And without warning what started as a positively effective strategy turned into a cascade of contract signing.[…]

Case Study: Achieving customer-centricity in Aged Care.

What does customer centricity look like in the aged care context? The Royal Commission into Aged Care Quality and Safety has highlighted the failures of the sector to meet customer expectations. Research into customer centricity in aged care has shown a link between customer experience and positive clinical outcomes. This research has also shown that customer[…]

3 Keys To Consumer Insights.

Understanding your consumers’ needs and wants has become essential to ensuring your organisations longevity in the future years. So, what are consumer insights? A consumer insight is an interpretation used by businesses to gain a deeper understanding of how their audience thinks and feels. Analysing human behaviours allows companies to really understand what their consumers[…]

As consumers demand brands absorb rising costs, how can they keep their customers?

With the cost-of-living crisis making it harder for consumers to afford their favourite brands, many are demanding that companies absorb the rising costs. So how should brands respond? New research has revealed the impact that the cost-of-living crisis is having on customers, with almost a third of consumers admitting that they can no longer afford[…]

Employee journey mapping: The foundation to getting the customer journey right.

It may or may not seem obvious but Employee Journey mapping is just as important as Customer Journey Mapping. ​​In fact, to be successful you need to have a strong focus on employee journey mapping before you can actually get the customer journey right. In today’s business environment, it is highly important for employers to create[…]

Keeping customers happy during hard times.

Skimping on customer service is a common and sometimes costly response to tough economic times. However, by continuing to diligently manage the customer experience, companies can maintain quality while still saving money. The challenge that the economy is placing on consumer companies (i.e. airlines, banks, and retailers) is the difficult decision of cutting back the[…]

Bad Data = Bad Customer Experience.

Poor data quality is frequently the cause of negative experiences for customers, leads and employees! What Defines Bad Data? Consumers produce vast amounts of data every day through their interactions with brands’ websites, apps, service centres and chat servers. Recent research has revealed that every single person creates 1.7MB of data every second, and humanity[…]