by PO Dream Team | Jun 22, 2024 | B2C, Customer Loyalty, CX, Insights, Research
How to sustain customer loyalty: Lessons from the cost of living crisis By John Aves “75% of brands could disappear and most customers wouldn’t care……” What’s going wrong with the UK services sector? As I ended last week as Mr Angry, having had bad experiences with my...
by PO Dream Team | May 21, 2024 | B2C, Customer Loyalty, CX, Employee Experience, Insights, Research
Why there’s a CX empathy gap and how to close it By John Aves We humans are not limited by rational thinking. We can be unpredictable. The decisions we take are weighted by our emotions. We use emotional intelligence (EI) to understand and manage these emotions...
by PO Dream Team | May 16, 2024 | B2C, Customer Loyalty, CX, Employee Experience, Insights, Research
Sea of sameness – worn out metaphor or wake-up call? By John Aves Sea of sameness was originally used to describe the more or less generic offerings by resorts in the early 2010s. You probably flicked through the ‘palm tree and white sands’ brochures...
by PO Dream Team | May 7, 2024 | B2C, Customer Loyalty, CX, Employee Experience, Insights, Research
Listen, hear, feel – what’s missing from your customer feedback plan? “If I had asked people what they wanted,they would have said faster horses.” – Henry Ford We don’t want to reheat old arguments as to whether Henry Ford actually said these words....
by PO Dream Team | Sep 4, 2023 | Employee Experience, Employee Loyalty, Engagement, Insights, Research
What’s YOUR Employee Experience Pain Point? By Emily Berridge There’s been a lot written about the employee experience (EX) lately. From generational differences [see our article], conversations about hybrid/office working [LinkedIn, 2022] and the quiet quitting trend...
