Cognition

20/02/2018

It may seem to go against everything you know, but making your customers happy isn't the same as delivering a great customer experience. Customer sa…

07/02/2018

Great infomatic from Temkin group

13/11/2017

It’s time to design experiences you want people to have, remember, and share.
Customer experience (CX) is the new marketing and customer experiences (what they have, feel and share) become the brand (BX).
More importantly, CX becomes a way of business that permeates and reshapes every facet of how and why companies operate. It’s about purpose, vision, and meaningful work.

13/11/2017

Food for thought:

86% of buyers will pay more for a better customer experience, but only 1% of customers feel that vendors consistently meet their expectations....

07/03/2017

In most organisations, CRM strategy focuses on customer satisfaction however this is a limited measure and a move to customer experience is a must. Measuring cu...

22/02/2017

Business growth requires 2 key elements, finding new customers and retaining customers. 5% retention can equate to 25% profit growth

09/01/2017

Customer Experience 2017

Cognition is a freelance consultancy that specialises in putting your customers first. Let us help you enhance your customer experience, create a change culture and grow your business. ​ We provide a greater level of understanding to organisations of the needs of their customers and employees bringi...

29/11/2016

The Necessity for Customer Experience Mapping

Making sound strategic decisions and investments requires an understanding of the behaviours, motivations and needs of customers.

10/11/2016

When customers are the heart of your business decision making, leaders are united in efforts to deliver a reliable and differentiated customer experience. Most companies have a dominant power core and it may not be the customer!
The power core is one of the biggest determinants of how success, metrics, recognition, and company growth are defined. Great article from Jeanne Bliss, CCXP.

Business decision making has a power core. Knowing the heart and pulse that drives business decisions tells you a lot about how to move forward in customer experience. When customers are the heart of

07/11/2016

The Age of the Customer...

In the Age of the Customer how does a company's leadership get engaged towards customer-driven growth?

02/11/2016

Companies are trying to find out how they can unify all customer-related activities inside their organisation. Employing a CCO to oversee these activities is a first step. A perceptive and well considered thought from David Turner.

McKinsey published some excellent research recently that focused on the large number of companies now advertising for a Chief Customer Officer (CCO). In fact, it appears to be an executive trend....

14/10/2016

Do you know the difference between “Customer Satisfaction” and “Customer Experience”? Customer satisfaction is no longer a suitable measure for a business.