Our Survey Says…

Customers...the lifeblood of any business. We want to know what they want, and how they want it. We need to know their needs, and we like to know their likes. Such valuable data can help us fine-tune our fir...

Hales’ Heroes & Villains

Awards International Chairman Don Hales returns for more biting observations on Customer Experience. In the Don's sights this week are one of the UK's handiest stores for home improvement, and a Greek resta...

Achieving B2B and B2C Experience Parity

It is high time B2B companies finally embraced what B2C companies have known for years. In 2009, when I was running usability research for  Skype’s business proposition, I noticed that business customers wer...

Converting Customers to Fans

In an age of seemingly endless choice for consumers, the days of being forced to be a ‘loyal’ customer of a certain brand are well and truly over. Where once only a few big names dominated a particular marke...

The Need for Speed

If you want to differentiate your company in the marketplace, then you need to show how you can dramatically deliver service and products faster than your competitors.  Amazon does it.  Apple does it.  Why don’...

Free Thinking

The power is in the hands of the consumer. Busy lifestyles, combined with today’s always-on, digitally connected world, have resulted in a market where convenience is king. This is nowhere more apparent than in...