Clik here to view.
A brief encounter in a coat rack.
An everyday example of brand-love, I feel, often sits better than a luxury example such as, maybe, Aston Martin or Sunseeker. And not only because I don’t own either an Aston or a sleek ocean-going...
View ArticleClik here to view.
What’s that big grey thing with large ears?
I apologise right from the start. I think that this blog may cause a furore, a wildly different set of responses, and a smidgeon of controversy. So, fingers crossed, here goes. My appointed theme was...
View ArticleClik here to view.
It’s the Little Touches That Help the Customer See Clearly
A short time ago I was visiting our Chicago office and one night we all went out for dinner. I won’t say who else was there but I think it’s fair to say that I was the youngest but one out of a group...
View ArticleClik here to view.
What’s in a Score?
One of the things that has kept coming up in conversations with colleagues in both the retail and restaurant businesses recently is how to make sense of the various customer experience reporting...
View ArticleClik here to view.
Which Gremlins Do Not Love Mondays?
Ever had one of those days? You name it, it went wrong. Luckily the person that I was meeting was very understanding (and sympathetic). And, to be fair, they had far more pressing challenges than I had...
View ArticleClik here to view.
Getting customers to respond to your survey is now easier
I was meeting with a well-known brand’s insight manager earlier this week and we had discussed the usual challenges that a medium sized retailer has. We had talked about some of our innovations and how...
View ArticleClik here to view.
Engaging surveys for your customers so they give valuable feedback
You remember last week that we posed the questions: How do your customers respond to the (Maritz enabled) survey and when they do, how do you engage with them? Last week, we answered the first part and...
View ArticleClik here to view.
Mobile rendering vs optimisation: what’s the difference?
One of the great things about working at Maritz is that although we are the world’s largest performance improvement company, turning over in excess of $1bn a year, because we are still privately held...
View ArticleClik here to view.
How SmartProbe™ helps you improve brand performance
In the last blog I introduced you to our mobile survey optimisation technology. Now I would like to show you how it fits in with our SmartProbe™ innovation – a unique online verbatim probing tool. Do...
View ArticleClik here to view.
You can’t just build it and hope that they will come
I was fortunate enough to be a judge once more at the UK Customer Experience awards last week, writes Andy Wand. A very well run event with lots of candidates and brands across many sectors. It’s a...
View ArticleClik here to view.
Forget the customer experience: you have to remember the customer first
How much difference does the customer’s engagement make to the customer experience? Note: the customer’s engagement NOT customer engagement. Or, in other words, do you get treated better as a customer...
View ArticleClik here to view.
Forget Ambush Marketing: Who are the Ninja Brand Assassins?
A long time ago, lost in the mists of time, a story was told of assassins who crept up on unsuspecting victims, stole their identity and crept back into the night. I once posed a disruptive theory that...
View Article
