article placeholder

Your shoes or mine?

You know what it’s like, staring in disbelief at the TV, calling the contestant an idiot because they don’t know the answer! Of course, in the warm and cosy surroundings of our armchair, we usually answer in an...
article placeholder

The pre-agent caller experience

Brand Audio asked over 1000 customers to rate their pre agent experience on the phone, this included the welcome message, menu options, hold time and content listened to whilst holding. The results showed that...
article placeholder

How did we Dough today?

Premium doughnut retailer Krispy Kreme UK has announced a development  in its customer strategy, now encompassing a feedback programme which measures the experience of real customers at its UK  retail outlets. ...
article placeholder

Feel Better Letters for EDF

If you’ve seen EDF Energy’s recent TV ads, you’ll understand what they mean by ‘feel better energy’. But how do you make people feel better when things have gone wrong? This was the challenge facing EDF Energy’...
article placeholder

Nudging your Customers

Let’s start at the beginning and imagine that you have a brand and a good proposition but no customers. In terms of CRM strategy, this means you have a blank sheet of paper. You need to devise a strategy and cr...