Customer Insight - the four pillars of success Customer insights are what reveal the real truths about customers. They tell us what our customer think of us, what they need from us and how we should be responding. They are invaluable in shaping well-informed customer...
Well, we’ve put together a short video which we think does a pretty good job of introducing this super useful tool. Customer journey mapping is the single best way to review and improve the experience of your customers (and...
The physical customer experience many of us are offering our customers today is not the one we planned to. For those organisations who had embarked on customer experience programmes and customer journey mapping we might feel like we’ve had a wasted effort, that the...
Whilst the ‘big picture’ is what we all need to see we’ve got great news – there are little things that matter just as much and here are our 4 top reasons why small actions matter in the big picture of customer experience. Meeting rooms awash with teams busy...
There’s often a dichotomy between the way sports clubs treat their fans and how they prepare their players for action. While many businesses yearn to convert their customers into fans, sports clubs too readily treat their fans like transient customers. So why risk...
Well, 2020 has certainly been a year of surprises so, it’s with some trepidation, that we consider the possibility of predicting anything of what 2021 has in store for us. But with a positive mindset in place let’s give it a try.
With the unprecedented climate that organisations large and small find themselves operating in over recent days and weeks, the role of customer experience led initiatives and audience insight need to become the cornerstone of business decision making. BAU is no longer...
For 2020 we’re introducing a new initiative at Fresh Nous called Fresh Team Time - and we’re hoping that it catches on. Fresh Team Time is a commitment to encourage everyone who works for Fresh Nous to devote work time to making a positive contribution to good causes...
Fresh Nous have many tools in our armoury to create customer experience programmes to help businesses attract and retain customers. The metrics we use to measure customer loyalty are: Whilst Net Promoter Scores (NPS) are often used as the 'go to' for measuring...
Whenever we begin customer experience type projects, one of the key ingredients for success is the creation of a set of clearly defined customer personas. Unlocking what we know about our customers and prospects; who they are, how they behave and what they need from...
Discover Fresh Nous successes, challenges and adventures on our Case Studies page.
As customer experience specialists we have a bespoke approach to CX programmes. We’ll work with you, sharing our tools in journey mapping, customer insight discovery and communication strategy to help you build the optimum experience for your stakeholders.
