We work with boot strapped start ups, and know one of their biggest challenges, is understanding who their customers are, what they want and how to connect with them when shaping their product and service propositions. Founder of CMX Ltd, Clare Muscutt shares her insight about what customer testing is, why it is so important, the theory behind testing and her top tips for start-ups to get close to and test with real customers, on a budget.
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Customer Service falls somewhere between art, and science. Art when it comes to delivery, as it requires empathy and a level of human understanding, and science, because the way customers respond to it, is rooted in basic human psychology.
CMX Associate, and award winning trainer, Peter Clark- Lewis shares his insight on how to use the science of human understanding to train employees to deliver the art of service....
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Super Quick overview of Service Blueprints and the benefits of making them a key part of your CX design process!
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All businesses can benefit from design thinking!
Proposition wheels are one of the best ways to define the service proposition you want to offer and use your brand promise to differentiate through an experience that is distinctly ‘you’ in a way that can’t easily be copied…..
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All businesses can benefit from design thinking.
One of the simplest tools is customer journey mapping. Read on for a simple overview of their use as a framework for customer led design….
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If a picture paints a thousand words, what could video do?
Video is the fastest growing media across digital channels, and use of video in social media is shifting communication at pace! Not just in terms of how we communicate with each other but also how brands and businesses engage with customers and employees. CMX Associate and videography expert Dan Bryant, shares his insight on the journey of video, and where it could take you.....
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Another quick post about using story boards as part of your CX design toolkit!
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In today’s crowded omnichannel market place, customer experience is potentially the biggest differentiator a retailer can have. But nowadays, that means being able to deliver a seamless, helpful, personalised joined up UX across channels, where bricks and mortar provide something special for customers to experience, and engage them with the brand. But with legacy systems, target operating models to meet and often thousands of people to take on a journey with you, this is easier said than done. BUT it IS possible.
I just wanted to share the big challenges that came out of the event, even if it just gives you comfort that we are all in a similar position….
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It's a fact that more people are afraid of public speaking than death, but why?
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Founder Clare Muscutt was recently interviewed by Audenza as part of their "fabulous and fearless' women series. Read on to find out more about her journey from corporate life to starting- up CMXperience Ltd….
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What customers want, and are coming to expect, is a seamless experience. One that is uninterrupted, allowing them to meet their mission needs on their own terms; with convenience, speed and ease being the main key drivers of satisfaction. For many today, a great customer experience would be one where they don’t interact with another human unless they choose to. To some, this principal applies even in a physical store environment. This article seeks to ask what that means for the future of retail customer service….
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