CUSTOMER EXPERIENCE

CX

The Advantages of Open Ended Survey Questions

By Sam Frampton

Leading CX companies are switching up how they collect feedback. If you haven't started already, it's never been more critical to learn how…

Perspectives

The Relentless Pursuit Of The Perfect Customer Experience: A Netflix Story

By Harry Buckle

The ultimate example of a company disrupting an industry with customer experience? Netflix, in 2016, represented 35% of all internet…

CX

10 ways to Increase Online Reviews

By Sam Frampton

We're all well aware of the fact that reviews are a pretty big deal. 97% of online shoppers say they're influenced by reviews, and another…

Perspectives

The Billion Dollar Subscription Service: How Dollar Shave Club Built a Best in Class Customer Experience

By Maddy Trusewich

From food, fashion, beauty and everything in between, there is no question we are living in the golden age of subscription services. But one…

Perspectives

What does it mean to be “Customer Centric” and why is it important?

By Chris Valentine

‘Customer centricity’ - the act of taking a more customer-focused approach to business - is a term which has gained popularity in recent…

Perspectives

Common Customer Experience Mistakes

By Sam Frampton

Today's customers expect all businesses to provide the same calibre of experience that they'd find with say, an Uber, an Amazon, or an…

CX

Customer Experience Metrics: Which Measurements Should You Focus On?

By Sam Frampton

We now live in a world where customers have an infinite supply of products and services to choose from, and it's getting harder and harder…

Perspectives

20 Best Books on Customer Experience

By Sam Frampton

Whether you work in marketing, sales, support, engineering or product, if you want to become a master of your craft and deliver a great…

Perspectives

Top 5 Learnings We’ve Discovered Working With The Best Companies For Customer Experience

By Junior Hewitt

Here at Chattermill, we have the pleasure of working with market-leading companies such as Zappos, Skyscanner, Transferwise and many more…

Perspectives

Introducing the Premier League CX Table - Which Club Takes Home the Bragging Rights?

By Sam Frampton

The screen in our hands is now a gateway to entertainment and sports content online and with one of the most exciting Premier League title…

Perspectives

How Artificial Intelligence Can Transform Your Customer Experience Strategy

By Sam Frampton

Since the inception of computers, scientists have had a strong desire to make machines understand the human language. Communicating like a…

Perspectives

The Slack Growth Hack: Making Word of Mouth Work

By Sam Frampton

The company has been on a growth tear over the last few years. The cloud-based technology company has capitalised on the pent-up demand for…

Perspectives

How Amazon is Taking Over the World by Focusing on Customer Experience Above All Else

By Mikhail Dubov

A recent headline tells just how big Amazon has gotten: If you are not based in the US, you can easily substitute the brands above with the…

Perspectives

CX Will Do a Lot More Good Than Marketing

By Dmitry Isupov

The increasing buzz around customer experience (CX) is good news for both brands and consumers. Finally, businesses across the board, are…

Perspectives

How Amazon could change CX in grocery retail

By Jack Miller

Amazon, backed by its customer experience knowhow, breakthrough technology, and competitive pricing strategies has the potential to disrupt…

Perspectives

Using technology to improve your customer experience

By Jack Miller

Organisations are transforming their customer experience by making use of new technology to gain deeper insights from their data and better…

Perspectives

Challenger banks must get the basics of customer experience right - Banking CX Part 2

By Oliver Preece

Customer experience is key to the success of challenger banks, but some are not always getting the basics right. Challenger banks are now…

Perspectives

We analysed customer experience in banking and here's what we found: Part 1 - Established Banks

By Oliver Preece

Customer experience is the new competitive advantage for banks. Established banks are failing their customers with poor customer experience…