Last week, we welcomed 30 CX leaders from across the globe to a special one-off customer experience event at London’s stunning and iconic building; The Shard. The event was held especially for our clients and included guest speakers Chris Daffy...
Here are our 10 top tips that for improving your customers’ experience. Get buy-in from the top. Everyone has to be bought into the drive to deliver outstanding customer experience. It is especially important that the leadership team of a company i...
As a creative, a good working environment is very important. Having a space which is visually stimulating allows the creative juices to keep flowing. As we are currently having our main Bramhall office refurbished we thought this was a great opportun...
How do you rate against the competition and best in class? Today we share with you 8 tips on best practices in benchmarking in business-to-business markets: Track the trends: Of course the score from customers indicating their satisfaction with you r...
Those of you who have a dog will know what we mean. Dogs speak, but not as we do. They wag their tails when they are happy, they bare their teeth and snarl when they are angry, they prick up their ears when something interesting is happening. You can...
Come and join us at the Customer Experience Summit 2016 at Lords Cricket Ground in London on 19th October. Matthew Powell, Research Director at B2B International, will be talking at the event about “Delivering customer excellence in b2b markets”....
Persuasion is critical in market research. If we can’t persuade people to spend 20 minutes talking to us, we have no survey. In this over researched world, we have to be ever more persuasive in getting people to spend their valuable time answer...
The other day one of our long-standing clients challenged us. The question was this. Market research is no longer a novelty. Respondents are weary of nuisance calls and they won’t answer the phone to market researchers. No one takes part in online ...
Ethnography is a way to explore the needs of an audience that is often overlooked yet could provide valuable insights. The technique can be used in the exploratory phase at the beginning of a project or to dig deeper at the end. At the beginning it h...
The Daily Mail ran an article last week saying that an apple a day really does keep the doctor away. It went on to say that this small addition to your diet could slash the risk of early death by 35%. Researchers at the University of Western Australi...
