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...
Imagine you had a surrogate sales force working for you that you didn’t have to pay. Well, you can. They’re called your customers and if you treat them well and reward their efforts they’ll help you to grow your business. So how does this work? Check out our...
A rollercoaster ride can be thrilling and unpredictable – but sometimes poor customer service can feel like that too – without the excitement. Being left to listen to endless muzak or the ramblings of a poorly trained and demotivated employee working their way through...
Sports fans, just like any other consumers, can often feel they’re being taken for granted. What happens on the pitch, court or on the ice certainly plays a large part in making sure they turn up week after week but in recent years supporters have come to expect more...
We all know people more readily mention poor service than positive experiences. That’s life - and when it goes spectacularly wrong, boy, do they shout from the rooftops. A negative review or angry customer comments on social media can explode into a media crisis in...
Most businesses drive and strive to win new custom. Sales, sales, sales - it’s a seemingly never-ending process. So, ask yourself this question: Do you know how much it costs your business to find a new customer? All that marketing, advertising, collateral – print or...
Open a door off The Cross in Worcester and you’ll enter a world of Art Deco glamour and sophistication, when steam trains ruled supreme and travellers were treated like valued customers rather than cattle to be herded into crammed carriages. Centenary Lounge, which...
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.
