Customer feedback is at the heart of a responsive organisation. These organisations are continuously listening to their customers. Listening to what they have to say, and then evolving their offers in response. But listening is more than just collecting up information about what is being said. It’s also about making sure that customers feel like […]
“Customer retention needs to be embedded in the marrow of your organisation”. This is my favourite line from Paul Gravett‘s article entitled ‘trickle or torrent: how successful is your customer retention?’. The article explains how an organisation can (and must) boost its customer retention. While Gravett was writing for the arts sector his message is relevant to other sectors too. […]
Creating actionable customer insights is the cornerstone of being a customer-centric organisation. And in principle is sounds quite simple – find something insightful within your data and then take action based on what you found. Easy! Maybe not… recent research by IPSOS MORI for Verint suggests that while nearly all organisations collect some form of customer-related […]
Seth Godin has made an interesting post about a consumers underlying fear of being wrong, and how they behave as a result of it. His final sentence, that this is “the lone barrier almost every product and service has to overcome in order to succeed” is particularly relevant for the sports industry. From a sports […]
What’s your team’s/club’s/sport’s Net Promoter Score? Or put another way, how many of your current customers would actively refer you to their friends? While debate rages about how accurately this measure can predict revenue growth, most leading companies still pay more attention to this measure than they do to customer satisfaction scores. Why? Because we’ve […]
There are many elements to delivering a great customer experience, and Cadbury seem to have tripped over one at the same time as they’ve succeeded with another
How would customers reinvent your product? google’s recent announcements of google wave and Chrome OS, demonstrate a challenger brand approach to product innovation.