Sam Roberts

Recent Posts

How to Drive Organisational Change Through Voice of the Customer

Posted by Sam Roberts

Let’s say you’ve found a way to reduce customer effort in your billing process. The evidence for this change is backed up by customer feedback, operational data and robust financial analysis.

Read More August 10, 2017

Topics: Customer Experience

6 Benefits of Connecting Real-Time Customer Feedback with CRM

Posted by Sam Roberts

Customer feedback and the data that already exists in your CRM should co-exist together, helping you to measure impact and take action. In this blog post, we’re going to look at 6 benefits of bringing together real-time customer feedback with CRM.

Read More July 31, 2017

Topics: Customer Feedback, CRM

Why One Metric Can't Be Used to Measure Every Stage of the Customer Journey

Posted by Sam Roberts

Do you rely on one metric to measure Customer Experience? It’s not uncommon for companies to rely solely on C-Sat or NPS when measuring Customer Experience, but the metrics used aren’t always relevant to the individual touch points each customer experiences with the brand.

Read More May 16, 2017

Topics: Customer Experience, Metrics

Four Customer Experience Trends that Aren't Going Away

Posted by Sam Roberts

The CX landscape is constantly changing. Knowing what's relevant and what isn't is a major challenge - especially when these trends seem to develop so fast. Something that seemed exciting and fresh yesterday now seems old school or so last year.

Read More May 10, 2017

Topics: Customer Experience, Customer Insight

How to Ditch Surveys and Capture Real Insights from your Customers

Posted by Sam Roberts

Survey tools are predominately used to capture feedback and whilst these tools provide answers into what your customers are thinking, they're often built with flawed questioning, fail to capture how a customer 'feels' and have very weak response rates. 

Read More May 9, 2017

Topics: Real-Time Feedback, Customer Feedback Survey

4 Quick Wins to Move Your CX Programme to the Next Level

Posted by Sam Roberts

When was the last time you sat back, hands resting behind your head and though, "I think we’ve totally nailed our approach to Customer Experience?”

Read More April 25, 2017

Topics: Customer Experience, Voice Of The Customer

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