Are B2B customer personas really so different to B2C Personas? Whilst it’s not one of the great unanswered questions of our time it is something I have been pondering for a while now. The thought has been knocking about in my head since I was lucky enough to join...
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 understanding the...
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 multi-experience platform...
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 sales strategies and...
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 and in front of our...
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 prospects!) have with your business right...
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...
Whilst our primary hope of course is for a year where we are all afforded more certainty around our health, our freedom and our business security it is customary for the Fresh Nous team to look ahead and ponder what Customer Experiences will look like for the year...
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...
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, build and foster...
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...
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...
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