Measuring customer effort in isolation is not enough. Organisations need to measure the Customer: Company Effort Ratio (C:CER) which takes both perceived customer and company effort into account.
How to align brand promise and customer experience for business success
Exploring the demand for more immersive experiences as we move into a more digital world.
Got30 is a vodcast answering some of the questions we get asked by clients about Customer Experience and Channel Performance. We publish new videos every other week.
Delivering customer experience in the face of mask wearing.
Delivering customer experience in the face of mask wearing
Quantifying the connection between quality and loyalty in automotive purchase.
The science of strong relationships in challenging times.
Why customer experience still matters amid COVID-19 and social distancing.
What happens when there is a mismatch between what a brand promises to its consumers and their actual experience? Fiona Moss explores the promise-experience gap, the benefits of aligning the two and the pitfalls of over-promising.
A seven-step guide for organisations to derive more value from a better mystery shopping programme.
A study of motivational drivers to move beyond transactional relationships and towards meaningful research insights.