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...
We live in a supposedly data driven world – and yet effective customer relations is also about matching hard and fast logic with feeling – how do you find the perfect balance?
Most of us reckon we know how our customers think and act, but can you quantify it? For instance, do you really know how potential customers behave when they visit your website? Customer journey mapping is a great way to create customer pathways that work. But it’s...
A/B testing (also known as split testing) is a method of comparing two versions. This can be two or more alternative processes, pieces of communications or maybe different website structures. It’s an experiment where alternative versions are shown to different,...
GDPR – The new European personal data regulations come into force in 2018 – and SMEs need to be ready. Even though it comes into place as the UK enters the process of uncoupling from the EU, it is still to become British law. What does General Data Protection...
The General Data Protection Registration (GDPR) is likely to change the way many businesses collect and communicate with their customers very soon. As stated on ICO (Information Commissioner’s Office) website: “Consent under the GDPR must be a freely given, specific,...
The Oxford English dictionary defines journey as “an act of travelling from one place to another” but I’m beginning to feel like it’s also becoming synonymous with a growing breed of business coaches as a necessary cornerstone for any keynote speech. Now,...
With email marketing being seen as a near “free” marketing channel it’s no wonder so many business fire out regular email campaigns to their customer and prospect mailing list. But do these emails get read and are they engaging or turning off your mailing list? But,...
Does GDPR apply to me? What responsibilities will companies have under the GDPR regulation? Where do I start? These are just a few of the questions business owners are asking themselves as the GDPR deadline of May 2018 creeps upon us. Fresh Nous Marketing agency based...
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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.
