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...
If you’re a business owner, you probably think you know your business inside out. What about outside in? When was the last time you looked at your business through the eyes of a customer? Seeing things from a different perspective enables you to create effective...
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...
With Sesame Street celebrating its 50th birthday this year, it seems the AI folks at Google have decided to pay their own tribute to the children’s TV classic with a new algorithm update. Just like the friendly yellow muppet, BERT (which stands for Bidirectional...
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 –...
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...
As members of Circle2Success, the Fresh Nous team regularly attend networking events which give us valuable insights into how businesses care for their customers. One such gathering at Forest Green Rovers FC gave us some real food for thought. In short, the EFL League...
We live in a supposedly data driven world – and yet effective customer relations is also about matching hard and fast logic with feeling. Creating pathways your customers intuitively want to follow is the route to successful marketing. And it’s not one or t’other....
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...
The customer is supposedly king, yet many businesses treat their customers like paupers. Small wonder they lack loyalty rather than feel like royalty. And there’s a price to pay for keeping ‘em lean and mean. If your customers fail to feast on feeling valued, rewarded...
Voice Search Did you know that over 50% of people use voice search daily in Britain alone? Risen from a mere 25% only 4 years ago, according to Google, 1 in every 5 searches is done by voice – that’s around 20% of all search activity. It’s predicted that by...
The evolution of Snapchat filters. Should businesses be utilising this platform more? Social media can be an invaluable tool for any business, it’s a platform which allows businesses to grow their brand awareness and develop better, more meaningful, connections with...
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