Emotions In The Customer Journey

I travel around a lot with work and often stop to grab a coffee maybe some breakfast after an early start. I did this just last week. The restaurant was relatively quiet with just a few like me taking the chance to re-fuel before a meeting and some new mums out catching up and hoping for 2 minutes peace and quiet with a coffee and something to eat.

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James Hay Partnership

Situation: Constant negative NPS score when completing post interaction surveys by post. This was causing growing concern within the business as the customer experience was

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Legal & General

Situation: Legal and General Home claims department were receiving customer complaints from customers who kept having to explain their claim every time they called

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