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Why do customers buy?

Do you really know why customers stop buying from you? Do they send you an email telling you that they are going elsewhere and explain why? In this lesson; Susannah Schofield, discusses ways in which a company can ensure that it truly understands why people buy from it.

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How can I grow my business?

All companies want to retain their customers and grow their customer base, so how can they use ‘insight’ to help them on that journey? In this lesson; Susannah Schofield explains that the clues are found in the looking at the right data and feedback, not necessarily, the loudest voice in the room.

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How do I get the best from my employees?

In order for companies to deliver an excellent product or service, they need to make sure that the employees are aligned with the brand In this lesson; Susannah Schofield discusses how company’s must take employees into consideration and the warning signs for when things can go wrong.

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How do I assess my competition?

One of the challenges that a lot of businesses have is aligning what they provide, with the perceptions that their customers actually have. In this lesson, Susannah Schofield, discusses the importance in having the two aligned.

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How do I meet customer expectations?

One of the challenges that a lot of businesses have is aligning what they provide, with the perceptions that their customers actually have. In this lesson, Susannah Schofield, discusses the importance in having the two aligned.

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How companies need to think

Many companies consider themselves outward-focusing, but are they best-placed to even do that?” In this lesson, customer service and experience strategist, Adrian Swinscoe, discusses the link between organization structure and the customer experience

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Customer feedback

Asking your customers for feedback about your product or service can be a tricky thing. In this lesson, customer service and experience strategist, Adrian Swinscoe, discusses the challenges of asking for feedback too soon, or too late.

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Customer loyalty

Do loyalty schemes really work? In this lesson, customer service and experience strategist, Adrian Swinscoe, challenges just how successful loyalty cards are in retaining and growing customers