If your business has survived COVID-19 and the ‘Death of the High Street’ - what’s your next move to ensure further success?
Times have changed, and customer strategies that once worked to overcome past challenges won’t cut it in today’s world as we enter a realm of higher demand for digitalisation, brand convenience and customer frugality.
The DIY landscape has been facing many challenges over the past 5-10 years. From pre-existing conditions, such as digitalisation and e-commerce, to the COVID-19 crisis and a crowded market, customers have a lot of alternatives to choose from when a brand doesn't meet their expectations.
The Grocery landscape has been facing many challenges over the past 5-10 years. From pre-existing conditions, such as digitalisation and e-commerce, to the COVID-19 crisis and a crowded market, customers have a lot of alternatives to choose from when a brand doesn't meet their expectations.
We can be temporarily blinded by shiny new technology solutions or stymied by systemic risks like the pandemic or economic woes, but in the end, leading the organization to customer obsession requires seeing past these distractions to one goal: to obsessively create and deliver increasing value to customers.
Spotlight on the DIY and Home Industry - we take insights from our wider study to focus in on the grocery industry, featuring commentary from Steve Collinge: International speaker, thought leader, retail influencer and commentator, MD Insight Retail Group & Executive Editor Insight DIY
During the past couple of months, we've been working hard to understand what turns simple customer feedback into lifelong loyalty. The pandemic has shown us, despite the march of technology, businesses are built on human relationships - and the conversations, connections and kindness that form them.
We've compiled this learning into our latest e-book 'Human conversations drive loyalty', to show how to build on your in-store interactions digitally, leveraging your frontline staff to better connect with your customers.
Calculation ROI of CX is no easy task but is often required to acquire the budget and executive buy-in needed to really up your CX performance. Join us as we talk CX maturity and how to calculate your ROI of CX.
How to effectively utilise NPS within your business, both as a measurement and a driver of CX improvement, alongside the ROI of leveling up your CX. We use lots of real life examples, from Monzo and Zappos to our own clients Carrefour and Leroy Merlin.
What are the main factors that impact customer experience in the food industry ? We analysed more than 20 000 customer verbatim to answer all your questions. Check out the top 10 sources of customer dissatisfaction in this Critizr study!