Simon Wood I’ve had the luxury of attending a few customer experience conferences recently and I have to say they’ve been largely fascinating. Hearing organisations talk about their passion for customer service, the efforts they’ve gone to improve it and how its had a transformational impact upon their business – both internal culture and morale, […]
Archive for Simon Wood
It’s the time of the year to roll out the 2014 research forecasts. There’s a good chance many of them will state that 2014 will be the year mobile takes off. But we’ve seen that before, right? Here Simon Wood thinks about why mobile research still hasn’t been fully integrated in the research landscape.
There is no ‘one size fits all’ approach to customer experience research. Here Simon Wood talks about the differences in a research brief dependent on the aims of research and strategy of the client company. Not all organisations want to deliver better service, some just want a better profit and it’s our job as researchers to understand this strategy and fit our methods to it accordingly.