Our Knowledge Hub | Fresh Nous

Customer Personas: B2B vs B2C

In this blog article, we’ll discuss the differences between B2B and B2C personas and how to create a B2B personas that will help you unlock more conversions.

Customer Journey Mapping – Part 1

Customer Journey Mapping has become an incredible tool for envisioning the customer’s experience, but why? How do you create them and what is the best way of going about it? Why journey map? Journey Mapping is an essential tool when it comes to...

What CX Leaders Need to Know About the ‘Everything Customer’

The term “everything Customer” was first coined by the ever-insightful Don Scheibenreif of Gartner at their European symposium a little over 12 months ago. The term was used to capture the far-reaching audience who can now be satisfied by a...

Making customer insight count – 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 experiences, successful...

How to improve digital customer experience- 6 steps to success

As customer experience experts we’ve found ourselves talking more and more about the online experience over the last decade. It’s been a steady ramp-up of importance in the broader CEX world. And then came a pandemic. We all retreated into homes...

Customer journey mapping – lots of people talk about it but what is it and what does really matter?

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...

How to revise your customer journey maps to help you get ready for the new normal

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...

The four big reasons why small acts matter in Customer experience

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...

What can businesses learn from the field of play?

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...

So, what’s in store for Customer Experience in 2021?

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.

Utilise Customer Experience to navigate the new normal

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...

Introducing fresh team time

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...

Too cute to care for your customers

Customer care is often seen as too touchy-feely for some or just too much effort for others (why do more than the bare minimum?). That’s why your marketing needs nous. Fresh Nous. Focusing on customer care from the get-go will enable you to plan,...

How to measure customer loyalty – 3 key metrics

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'...

When it comes to knowing your customers is their gender still relevant?

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...

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If you want quick refreshers and new perspectives, we have plenty to share.