by Colin Shaw | Feb 26, 2010 | Customer Behaviour, Customer Experience, Market Research
An easy-to-read Customer Experience… Bruce Temkin comments on a report over at Customer Experience Matters about the concept of Cognitive Fluency, an encapsulated by the idea that : “it turns out that people prefer things that are easy to think about to those...
by Colin Shaw | Feb 24, 2010 | Customer Behaviour, Market Research
Complaints about electrical goods such as laptops. Customer advice service Consumer Direct has released details of the top complaints from 2009 with second hand cars topping the list for the fourth year running. Complaints about electrical goods such as laptops –...
by Colin Shaw | Feb 17, 2010 | Customer Behaviour, Customer Experience, Expert's Insights, Market Research, Social Media
Facebook, Amazon, eBay, Twitter, WordPress. The biggest brands on the web all allow people to ‘publish’ in some form. Whether that is in the form of status updates, reviews or blogs – allowing customersinto your brand allows for greater engagement. There are a million...
by Colin Shaw | Feb 16, 2010 | Customer Behaviour, Market Research
The rise of customer engagement through social media has brought into question the “old” concept of customer loyalty. The opt-in nature of social media, where customers choose when they want to receive and engage in communications with brands, has begun to overshadow...
by Colin Shaw | Feb 12, 2010 | Customer Experience, Market Research
Customer Experience Statistics Compendium Over at the eConsultancy blog, Graham Charlton has compiled a great compendium of topical Customer Experience statistics that you should find interesting. There is a good selection for you to delve into, ranging from...
by Colin Shaw | Feb 11, 2010 | Market Research
£80 million is how much the insurance industry could save if it improved its customer service, according to a recent report from Ernst & Young and the Chartered Insurance Institute (CII). The report found a “strong consensus that the insurance industry is not...
