NPS: where next for the Net Promoter Score?

NPS was developed by an employee of Bain & Co consultancy in 2003, to provide a way to measure customer…

RetailEXPO 2019 Wrap-Up – what we learnt.

RetailEXPO has fast become a highlight in the European retail calendar and this year’s event was another fantastic showcase for…

We are delighted to be speaking at the Retail Expo 2019 in London on May 1-2. As one of Europe’s…

A report by consultants Bain & Company contained the rather shocking statistic that while 80% of businesses believe that they…

This week, we were fortunate enough to speak to Brian Dennis, known throughout the country as the “the customer service…

Putting a Value to Customer Experience While it’s easy to pay lip service to the importance of customer experience, for…

As the clocks move forward across the globe and the cherry blossom begins to bloom, it’s finally starting to feel…

This week we are delighted to speak to the fantastic Nate Brown. Alongside his role as Director of Customer Experience…

We’re delighted to kick off our new Meet the Team feature here on the TruRating blog, and what better way…

Since appearing on the scene in 2016, ShopTalk has fast grown to be a date of note on an already…

Welcome back to part two of our conversation with the godmother of customer experience herself, Jeanne Bliss. In a fascinating…

Jeanne Bliss is widely known as the “godmother of customer experience”. Since 2002 she has guided customer experience transformations for…

“In 2019 customer experience is a top priority and it’s success begins and ends with one transaction” – Dylan Berrington, Head…

For those following the news in commerce, it’s clear that the much-feted ‘death of retail’ has been oversold to say…

Jeremy Watkin is the Director of Customer Experience at FCR. He has more than 18 years of experience as a…