Making customer feedback useful

Making customer feedback useful

Collecting and acting on customer feedback is a key part of managing the experience your brand provides. But converting customer feedback into well defined and actionable improvements that can be delivered by your brand’s operational departments can be challenging....
Kilo-what? Innovation in retail energy

Kilo-what? Innovation in retail energy

The retail energy market remains too focused on delivering products and services rather than serving the underlying outcomes consumers are looking for. Its simple to demonstrate the disconnect. In the home, we set our thermostats to heat or cool the air to a specific...
Four ways to measure experience quality

Four ways to measure experience quality

Assessing the quality of raw materials, products or services is relatively easy. We can recognise a well put together product, for example, or spot when we’re receiving great service. And as a brand, its easy to predict and control how the quality of your products and...
Low-cost airlines: paying you to fly?

Low-cost airlines: paying you to fly?

WOW Air Founder and CEO, Skúli Mogensen, is used to disrupting an industry dominated by struggling flag carriers and regional low-cost carriers. His airline will fly you from Europe to North America for a few hundred dollars, and sometimes as low as $69. This...
Measuring customer effort: how hard can it be?

Measuring customer effort: how hard can it be?

The harder something is to do, the less likely it is that it will be successfully completed. Bad news if your customer’s successful completion of a particular process or transaction is important to your brand’s own goal. Like collecting revenue, raising funds for your...