Grass Roots Blog Connecting brands and people

Is it worth it?

Is it worth it?

Jamie Thorpe, Customer Engagement Do Black Friday, Cyber Monday and all their spinoffs really benefit businesses? Yes, they drive up volume, and perhaps capture a little more market share. But in the long term, I can’t help wondering if all the extra effort pays off….

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Debunking some mystery shopping myths

Debunking some mystery shopping myths

Jamie Thorpe, Customer Engagement I recently came across an article on understanding the current state of your customer experience, by CX expert Annette Franz (@annettefranz), which gave some great tips on giving mystery shopping a try – and why you should do so. It’s the…

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Connect with your customers through surveys

Connect with your customers through surveys

Over the last few posts, Jamie Thorpe has been reviewing some of the key facts from our September customer research. The value of surveys should not be underestimated – and nor should their impact on customers. Getting the design and structure right, and integrating your…

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How long have you got?

How long have you got?

Jamie Thorpe reviews some of the key facts from our September customer research Fact 6 of 6: Only 30% of customers think 5 minutes is a reasonable amount of time to spend on a survey Survey length and duration is a hot topic (understatement!).  And most…

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Rewarding responses

Rewarding responses

Jamie Thorpe reviews some of the key facts from our September customer research Fact 5 of 6: 90% of customers would like a reloadable gift card as an incentive This is fascinating. How do you thank your customers? Previously, cash has always been king. However, the…

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It’s all about context

It’s all about context

Jamie Thorpe reviews some of the key facts from our September customer research Fact 4 of 6: 60% of customers say their experience would be improved if the brand knew about their previous interactions Most brands have all kinds of strategies in play to target and…

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Is it just one-way communication?

Is it just one-way communication?

Jamie Thorpe reviews some of the key facts from our September customer research Fact 3 of 6: 70% of customers have never heard back from a brand after providing feedback (positive or negative) That’s just plain rude. The old adage is true, manners cost nothing, and…

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96% don’t believe you’ll always act on feedback

96% don’t believe you’ll always act on feedback

Jamie Thorpe reviews some of the key facts from our September customer research Fact 2 of 6: 96% of respondents believe you won’t always act on the feedback they give Surveys form a key part of the relationship between brands and customers: fact! Asking questions shows…

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The truth behind customer surveys

The truth behind customer surveys

Jamie Thorpe reviews some of the key facts from our September customer research Fact 1 of 6: NPS Of all the customers that say they would recommend a brand, 40% admit that they never actually will… In everyday life we see how brands want to generate…

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Five ways to turn employee recognition around

Five ways to turn employee recognition around

  Lucy Heskins, Employee Solutions So you’ve read the articles and the blogs, researched the latest thinking, you were impressed by the results other businesses were getting, and then recommended and implemented an employee recognition strategy for your organisation. Yet the results don’t seem to…

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