Measuring your employee engagement is the only way to find out how engaged your employees are and how you can improve to increase their engagement levels. But your culture may...

Which? ask 4,000 people in the UK about the customer service they’ve received from 100 UK retailers. As ever, there are large differences between sectors – airlines, telecoms and energy...

There are a lot of studies out there that demonstrate a direct link between employee engagement and business performance. The higher the engagement the better the business does. So how engaged...

Employee engagement and employee experience are not the same! One is the means to achieve the other. Focusing on both will benefit you, your business and your employees. Let's take a...

Colour, typography, templates and imagery are all part of your brand's visual identity. Paying attention to these details helps build a strong brand....

Your brand positioning affects what people associate with it and what they expect. Those associations and expectations influence your customer experience - not only what you deliver, but how it's...

Why you do what you do is your driving force. Sometimes you can get distracted and lose your focus. Do that and it may stop you from achieving what you...

Your brand is more than a logo and a tagline! But when people start talking to you about the importance of branding and all the things that go with it, ever...

Your brand is much more than a logo and a tagline. Your brand is key to defining and designing your customer and employee experience. Are you using your brand to its full...

Plans are important. You need to make plans to achieve your goals. You can’t follow through on plans you don’t have. Neither can anyone else on your behalf. What are you doing...

Customer experience is something small business owners should know about and be focusing on. Whilst bigger companies have been improving their customer experience over the last ten years or so,...

If, like many others, you wanted to start your own business to give you more freedom, can you honestly say that's what you've achieved? Hand on heart? You're looking for freedom, but...

Kenneth B. Ellitott's quote perfectly describes how a customer focussed business should think about the people they serve – and how lots of companies or their teams actually think of...

One of the 5 key elements of emotional intelligence, you can use empathy to improve your business. It also makes you a better person, friend, worker and leader. Empathy has been recognised...

Every day you're taking action. You're working hard, creating products and services for your customers. Why? What vision are you working towards? Did you take the time to write your vision...

Customer personas should be useful and hard working documents. If you created yours and then wondered what you're supposed to do with it now, then something's not right. Perhaps I can help...

If a product or service doesn't match our expectations we feel disappointed and let down. But often we don't care enough about it to complain. So when we do complain our...

Honesty is talked about a lot in business. You want your business to grow, to be successful - whether it's going to stay a local business or you're going global, so...

You've identified your niche and written a detailed customer persona. Have you included your customer traits? These could be key to finding out what your customers have in common or what...

Every contact we have with a customer influences that customer’s future decision whether to buy from us again.​ EVERY contact. It’s not just about when you or your team are in contact...

As people we do everything for a reason - because of our emotional drivers. If anyone's observing and trying to understand why, it might not be immediately obvious. In fact...

What is expected of you? What’s expected of your products and services? How do you serve your customers? Are you confident you know? Regardless of what industry you’re in, your customers...

Choosing the colour for your brand is a big decision. It needs to differentiate you from your competitors while still being appropriate for the type of customer you want to...

To some people these mean the same thing. Customers are the source of revenue that makes the wheels of their business turn....

Create a holistic view of your ideal customer by using psychographics. By understanding how what you offer fits into your customers' lives you can create a sophisticated profile of your...

What problems do you solve? What do you do to deliver a great customer experience?...

Are you using demographics in your customer personas? You could be introducing bias to your decision making and creating persona stereotypes that will limit your business' potential. ...

What you intend your customers to experience may or may not be how they’ve interpreted their experience with you. It’s a personal reaction based on how they feel and what they...

You've been told by all the experts to find your niche. Congratulations - you've done it. What do you know about them and how can you be sure to keep...

Are you easy to do business with? You have repeat customers that buy from you time and time again. If you’re asking them for feedback it may well be glowing –...

Is your business losing potential customers because something stops them on the path to making a purchase?...

"Another satisfied customer!" Is satisfied really enough? What does 'satisfied' actually mean?...

Do all these words fill you with dread? Yet you’d like to ensure your brand is noticed and your customers are getting the experience they deserve? Content exists in a vast...

I’ve worked in design studios for many years. In that time I have always produced work with the customer in mind. I’ve done this by attending focus groups and talking...

If you've never done it before, starting a business is overwhelming. There's so much to learn and so much to do. How do you know where to start? Start with you,...

The most common question we get asked about what we do is "What's customer experience then?" So here's an overview of what it is and why it should matter to...