Archives

The Customer Experience Hokey Cokey! Why Do Companies Find It So Hard to Commit to CX?

As a child growing up, no birthday party was complete without a rousing rendition of the Hokey Cokey. Also known as the ‘Hokey Pokey’ in some parts of the world, according to Wikipedia, it originates in a British folk dance,...

Building Customer-Centricity through Empathy

Being customer-centric is more than building the right design strategy: it means embedding empathy. At Hellon, we talk about the empathy ladder. This ladder has three key milestones: building empathy for the end user of your product, service or experience;...

Customer X at Xmas

As we gear up for Christmas and increasingly rely on online retail rather than the high street for our shopping, it is worth taking a look at the quality of service we receive as an online shopper. In our survey...

Google Pixel Vs iPhone 7 – Which is Better?

There is a new curiosity among mobile lovers since iPhone7 & Google Pixel came on the market last month. In September, Apple has introduced iPhone 7 and 7 plus, having some cool new features, iOS 10 and stunning look. Google...

Measuring Service Expectations

On 9th November, Ipsos Mori organized an interesting event looking at the relationship between customer experience and brand image. One of the results of that event is publication Great Expectations, which explores the causes, effects and changing nature of customer...

Christmas Party – a Huge Opportunity for UK Employers

It’s that time of year again; Christmas is almoszet upon us. If you’re a business owner, then organising your annual festive party is no doubt rising up your to-do list. Research conducted by Love Energy Savings has uncovered exactly what the...

Top 20 UK Brands Recognised by UK Consumers

CQ report highlights the financial benefits of customer centricity. In 2016, UK companies will spend close to £10bn on customer insight, social media listening, online surveys and feedback forms – all in pursuit of unlocking growth. But while its right that...

How We Improved Our Customer Experience through Olympic Sports Psychology

I recently judged the Best Place to Work category at the UK Business Awards. And it reinforced something for me: Companies are realising the link between employee satisfaction and customer satisfaction. 3-5 years ago, businesses were saying “customers first”. But...

5 Ways to Turn Up the Heat on Cold Calls ─ For Red Hot Returns

Cold calls are likely to send a shiver down the spine of even the most experienced sales professional. It’s a completely justified response. Good sales approaches rely on deep research into prospective customers and the crafting of solutions that bring...

Loyalty Cards Aren’t Magic, but Experiential Rewards Can Be

The term loyalty card is a misnomer. It implies that the person in possession of the card is loyal. But the truth is the card doesn’t create loyalty. In fact, your customers take that loyalty card and put it in...