Category: Customer Experience

Customer Experience ·

New Energy: The rise of the distinctive customer experience

Customers are expecting more of energy companies today than ever before. What does it take to create the building blocks of a great customer experience?

Caffeine·
11/08/2023·

Customer Experience ·

The Magic Ingredient: Harnessing effort to create a Memorable Customer Experience

Shaun Smith looks at how the principle 'Effort Heuristic' can help your customer experience stand out from the crowd.

Caffeine·
01/07/2023·

Robots working on laptops showing the Impact of AI on Customer Service

Customer Experience ·

The Transformative Impact of AI on Customer Service

With the announcement that BT plans to replace 10,000 jobs with AI, Shaun Smith looks at how brands can embrace AI technology and still enhance their customer service.

Caffeine·
18/06/2023·

Customer Experience ·

The secret to ensuring your customer experience strategy becomes a reality

When implementing a CX strategy, it often requires the culture to become customer-centric and able to ‘Stand Firm’ in the face of competing pressures and agendas. Without the full sponsorship of the CEO and the board, this shift in mindset and culture is likely to fail.

Caffeine·
12/03/2023·

Brands ·

The myth: A strong brand can be used to prop up a bad business

Brands are often credited with powers they simply don’t have. Chief among them is the idea that, a strong brand (or strong advertising) could mask the deficiencies of a bad business, acting as a sticking plaster to ‘apply’ and cover up myriad ills.

Caffeine·
26/02/2023·

Customer Experience ·

How to beat a bear market? Invest in your customers.

We see many examples of companies panicking and cutting costs haphazardly, so here are our top tips for managing in a recession and emerging even stronger.

Caffeine·
19/01/2023·

Customer Experience ·

What’s in a name?

If you want to change your fortunes then you need to change your behaviour, not your brand name. Understand what your customers expect and invest in creating a great customer experience.

Caffeine·
03/01/2023·

Brand-led Business Strategy ·

Brands Behave or Beware

Brands seem to struggle with striking a balance between bad behaviour and virtue-signalling. You don't need to be a saint, just have a moral compass.

Caffeine·
03/12/2022·

Customer Experience ·

We Need to Talk About the ‘C’ Word

The word ‘customer’ has moved from the fringes of the housing sector to the forefront of its marketing communications.

Caffeine·
13/11/2022·

Customer Experience ·

Getting the measurement right

As customer experience consultants it is great to see leading companies, SMEs and start-ups making CX a non-negotiable foundation of their business operations.

Caffeine·
21/09/2022·

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Category: Customer Experience

New Energy: The rise of the distinctive customer experience

The Magic Ingredient: Harnessing effort to create a Memorable Customer Experience

The Transformative Impact of AI on Customer Service

The secret to ensuring your customer experience strategy becomes a reality

The myth: A strong brand can be used to prop up a bad business

How to beat a bear market? Invest in your customers.

What’s in a name?

Brands Behave or Beware

We Need to Talk About the ‘C’ Word

Getting the measurement right

Stimulating business.

Shortcuts

Privacy Policy

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Purpose, Pay or Perks?
What Matters Most to Employees.

Category: Customer Experience

New Energy: The rise of the distinctive customer experience

The Magic Ingredient: Harnessing effort to create a Memorable Customer Experience

The Transformative Impact of AI on Customer Service

The secret to ensuring your customer experience strategy becomes a reality

The myth: A strong brand can be used to prop up a bad business

How to beat a bear market? Invest in your customers.

What’s in a name?

Brands Behave or Beware

We Need to Talk About the ‘C’ Word

Getting the measurement right

Stimulating business.

Shortcuts

Privacy Policy

Need a shot of Caffeine?

Are you an impatient leader wanting to make things happen? We can help.

Caffeine's Extra Shot

Sign up here to receive your monthly Extra Shot newsletter.

Awarded the UK’sLeading Management Consultants 2023 by the Financial Times.

Purpose, Pay or Perks? What Matters Most to Employees.

Are you an impatient leader wanting to make things happen?

We can help.

Awarded the UK’s
Leading Management Consultants 2023
by the Financial Times.

Purpose, Pay or Perks?
What Matters Most to Employees.