Customer Experience

Innovating the Customer Experience to stay ahead of the competition is essential for any B2B or B2C organisation.

Read our blogs for insights on what’s worked and what hasn’t. Connect with Hargraves to share experience.

Sharing the secret to happy customers

Organisations are constantly trying to understand their customers and how to serve them better. We all know that improved customer experience through serving customers better means more sales and improved financial performance. The figures are well and truly in.   Customer Experience (CX) has been the battle ground of this century with customer surveys dominating …

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From pie charts to random forests. How mature is your analytics function?

Recently, I published a blog on Data analytics, customer centricity, innovation. The memes we can’t seem to shake where I explored which areas of a business tend to benefit most from analytics. And charted what the analytics maturity curve may look like. Where might you be plotted on this curve? In practice, analytics maturity rarely …

From pie charts to random forests. How mature is your analytics function? Details »

Data analytics, customer centricity, innovation – the memes we can’t seem to shake

Data and analytics are the means to an end. Unless your business is data analytics, the reason for you to excel in this discipline is for your organisation to survive, learn and grow. In the age of digital disruption, customer centricity and innovation have become the memes for company transformation programs to ensure the organisation …

Data analytics, customer centricity, innovation – the memes we can’t seem to shake Details »

Identifying your customer’s pain points (before someone else does)

Want to identify where a disruptor will enter? Identify the pain point/frustration that your customer has with your current offering In today’s world, customers are looking to, or already have taken control of whatever functionality they are addressing at the moment. Via Google and Social Media are more knowledgeable about what’s out there and what’s …

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Delivering a more meaningful customer experience

Good Customer Experience (CX) can mean many things to different people. While it’s not exactly rocket science to pinpoint the general levers of customer experience, at an individual level we might weigh these factors differently. For example, at a restaurant I tend to prioritise my impressions of the food and general atmosphere over the service. Reading …

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Identifying and selecting consumer trends [Case Study]

In our latest Collaborative Circle, leading Hargraves’ members explored the theme of ‘identifying and selecting consumer trends to drive projects and to bring the voice of the customer into the commercialisation process’. Deloitte outlined some of the big picture trends in the digital age that have affected the business models of nearly all companies. The …

Identifying and selecting consumer trends [Case Study] Details »

Inspiration and Innovation – people, behaviour and tenacity

At the recent Hargraves Institute “Inspiration and Innovation” Women’s luncheon,  we were very fortunate to have Rene van der Loos from NRMA share insights. NRMA Road Service plays in a highly competitive market and cars have changed dramatically since this trusted group first came into our homes in the 1920’s.  Rene kindly shared her story …

Inspiration and Innovation – people, behaviour and tenacity Details »

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