CX Strategy and Customer Research
In this free to attend morning event in Manchester, we'll take you through a comprehensive approach to reviewing your CX strategy and how to to ensure your customer research is linked to your plans. The event will be at the Macdonald Manchester Hotel on Tuesday 12th July 2022, starting at 9:30am and finishing at 12pm. Book your place now.Find out more
We're specialists in customer experience research & measurement
We’ve been designing bespoke research programmes for over 20 years, and have a proven track record of improving clients’ customer experience, satisfaction, and loyalty. We work with customer-focused organisations of all shapes and sizes, B2C and B2B. Our focus is on providing first class and actionable customer insight, enabling them to drive change from their customer research programmes.
Our range of services are here to help you understand and improve your customer's experience.
Explore & Understand
Good customer research means looking at the experience the way the customers see it. Understanding their thoughts and feelings will help you make improvements.
Measure & Track
Strategic surveys will offer you a consistent set of results to track and monitor the health of your relationship with all your customers. We will help you understand how customer satisfaction and attitudes lead to loyalty behaviors such as retention, related sales and referrals.
Plan & Act
We can help you structure workshops and service design sessions so that you and your colleagues can clarify what you’re trying to achieve, link customer insight to your internal processes, and develop clear and specific action plans to improve.
Storytelling & Culture Change
It’s important to communicate to your research story to show how important the survey is to you and what you’re doing to improve. We’ve seen that customer communication can make a big difference to response rates (demonstrating that you listen) and improved perceptions.
Published quarterly, Customer Insight is the magazine for anyone interested in building a successful organisation through long-term investment in the customer experience.
CUSTOMER INSIGHTWINTER 2021/22
In this issue we have an interview with Andy Wallhead, who took over as Chief Executive of the social landlord WDH shortly before the pandemic. We really enjoyed talking to Andy, who is one of the few people we’ve met in a leadership role who really gets the idea that, to quote Seth Godin, “there’s no such thing as an unreasonable customer”.
We’re still on the lookout for solid guidance about what 2022 is going to look like from a customer experience point of view, and Tue Søttrup of Dixa outlines 5 customer service trends for the year. We also hear from Jeff Kennelly from Vendigital, who summarises some of their research that stresses the importance of building relationships with customers (something which is never going to go out of fashion).
Also in this issue, we've got articles about the leap towards digital and self-service approaches, behavioural science, a review of a fascinating new book about ownership, the difference between research findings and insight and much more.
WDH: Much More Than Bricks and Mortar
Insight Means Cause and Effect
5 Customer Service Trends that will Matter in 2022
ContactEngine: Think Smarter not Harder
Book Review: Mine!
Are the Customers Now the Workers?
Pursuing Growth in a Post-Covid Era
How to Walk the Customer Experience Tightrope
HOW WE WORK
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Training & Events
Get an introduction to key customer experience and research subjects. Here's the latest training courses on offer and upcoming live webinars.
Action Planning From Customer Insight - 03/10/2022
We have a range of free 30 minute webinars are designed to give you an introduction to key customer experience and research subjects.
The Perfect Customer Experience
Do your people understand how their decisions and behaviours impact the customer experience? Often we focus on getting the individual parts right, but it’s only when we get every element lined up that we can deliver truly memorable experiences. In this webinar we’ll cover: Memory...
The One Page Results Summary...How To Do It?
Our Top Ten list is a must have checklist for any company. Can you say hand on heart that you do all ten things..? probably not, but it's a good goal to chase. Greg Roche talks you through each point in a bit more detail.
User Stories And Customer Journey Mapping
This is one of our most popular training subjects and helps you understand how things look from your customers’ point of view. Mapping all the touch points of a specific customer journey is a must for designing positive experiences. We can’t give you an in-depth guide to custome...
The Business Case For Customer Insight
We believe customer insight is an essential part of building a world class customer experience, but we know that selling the concept of customer insight research to internal stakeholders can sometimes be a challenge. With different departments pushing for resource and budget, how...
CX Insights Hub
Designed to inform and stimulate debate and sometimes to provoke, our hub is a mix of webinars, reports, news and podcasts.
News & Opinion
Five ways to improve the customer experience
We measure customer satisfaction so that we can find ways to improve the customer experience, but many organisations struggle to turn customer feedback into solid plans of action. Here are five different approaches you can try.
The Disabled Customer Experience
Last year we teamed up with Purple Tuesday to survey disabled customers on our panel in order to better understand their experiences. We learned along the way that UK businesses lost over £400 million during the pandemic alone due to inaccessible websites. You can find out more a...
This is Service Design Thinking / This is Service Design Doing
Despite being over 10 years old, it remains a useful reference for anyone with an interest in service design and, in particular, in the tools of service design. While we’re at it, we’ll also take a look at its younger sibling, the more recent “This is Service Design Doing” so we ...
News & Opinion
Qual in the time of Coronavirus
It's never been more vital to make sure that you understand your customers. As researchers, when we want to find out how customers are thinking and feeling we naturally turn to qualitative research. Without getting too caught up in definitions, qualitative research is a family of...
Discover more about:
Bring your customers to life and offer your employees real insight into your customer's thoughts, feelings and interactions with your business. As well as understanding themes which are common across groups of customers, qualitative research is the best way to bring customers to life in vivid detail, understanding their emotions, content and decision-making.
Send us a brief
We'd love to discuss your customer research with you. We can help you with every stage of your journey so drop us a message and a member of our team will get back to you.