Woosh! Here comes the wave that is reframing business across the globe. As customers, we are leaning away from being passive consumers. Our new, discerning behaviour is giving us the power to become active creators of the products and services businesses supply. And as businesses, rather than looking over our shoulders worrying about what our [...]

May 21, 2013 by Cindy Barnes

“Why?” is a child’s favourite question. Answers to her persistent “why?” teach her deep lessons about the mysterious world of grown-ups. Yet she never runs around asking “what?” She can already see what “what” is with her own eyes. In the same way, voice of the customer, customer satisfaction, and big data analytics are all [...]

March 7, 2013 by Helen Blake

We are now offering one-day value proposition training workshops to executives wanting to create and harness their value proposition – the crucial ‘what’ of customer experience strategy and management. So, if you want to stop wasting time and money and do want to learn how to provide tangible value for your customers, then click the [...]

July 30, 2012 by Helen Blake

Which comes first, we’re often asked by larger clients, the customer experience strategy or the value proposition development?  My experience tells me that it doesn’t matter so long as two things are done. Firstly, there must be senior management engagement and a willingness to make business changes, if the research indicates it’s necessary.  There’s no [...]

July 18, 2012 by Cindy Barnes

We’re in the business of The Total Value Proposition – the whole of the experience a customer has from all of the interactions with a business (for business also read any organisation). This includes the actual product or service and all interactions before the sale, during the sale and after the sale. So this made [...]

May 10, 2012 by Cindy Barnes

Guess what? It would seem that companies are starting to consider once again the idea that people like having a positive value experience when they go shopping – especially having the ability to ask questions of a member of staff when they’re shopping. In the vanguard of this value experience ‘revolution’ we find the corporate [...]

April 25, 2012 by Helen Blake

Consider your last rail journey.  Where did actual journey time fall in your list of priorities? (Unless, of course, the train was badly delayed or cancelled.)  Would the saving of 20 minutes to the journey time have come above getting a seat? Or a clean environment?  If you are anything like me I suspect not. [...]

November 25, 2010 by Helen Blake

Surprise, surprise! Customers are human beings with distinct personalities, needs and wants. Yet for largely commercial and expediency reasons most companies send exactly the same piece of communication to every customer. Some undertake a degree of customer segmentation which may result in a different offer or subtly changed wording in the communication. It may even [...]

November 16, 2010 by Helen Blake

The next time you tell someone that you love Social Media this might be a much truer statement than you realise. Oxytocin is the so called ‘cuddle hormone’ credited with forming the unshakable bond between mother and daughter and in stimulating empathy, trust and generosity. A recent nine year study by Paul Zak, Professor at [...]

August 3, 2010 by Cindy Barnes

Do customers view the quality of customer service as a key factor in deciding whether to do business with you?   The answer may surprise you. Too many businesses still view customer service as a cost of doing business rather than as an opportunity to do more business. Consequently they outsource their customer service call centres [...]

August 3, 2010 by Cindy Barnes