Typical – you wait an hour for one article about the inadequacies of our current methods for measuring retail performance, and two turn up at once. Recently at TruRating Towers we came across two interesting articles both questioning the validity of today’s most commonly used retail metrics. Writing in Forbes, Richard Kestenbaum’s “The Way We…
Author: Daniel Frank
Leaving a Lasting Impression: Traditional vs. Digital Marketing
Modern Marketing: A Digital Love Affair Good data is the foundation upon which strong marketing decisions are made. The more data at our fingertips, the more targeted we can get. Which goes some way to explaining the contemporary marketer’s infatuation with all things digital. Digital is steeped in data. The ability to A/B test every…
The Art of the Survey
Customer Experience Icon Shep Hyken, was kind enough to feature a guest post from Georgina on his wonderful blog recently over at Hyken.com. A fantastic speaker and all-around nice guy, Shep has authored several NYT bestsellers including his most recent opus The Convenience Revolution. For daily doses of CX wisdom, we highly recommend following Shep…
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 satisfaction as it correlated directly to increased sales. The method – traditionally a simple one question survey – asks customers to rate their experience on a scale from 0-10. An NPS Score is derived by…
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 the latest in technology, design and innovation. We were absolutely thrilled to play an active part in the show this year, with TruRating founder Georgina Nelson speaking to a packed house on the Marketing +…
TruRating at Retail Expo 2019
We are delighted to be speaking at the Retail Expo 2019 in London on May 1-2. As one of Europe’s leading events for retail technology and design, it’s an honour to share the stage with so many fantastic retailers and industry names. Georgina will be taking to the Marketing & Branding stage with JD Sports…
How to put Customer Experience Theory into Practice
A recent report by Bain & Company contained the somewhat shocking statistic that while 80% of businesses believe they provide a ‘superior proposition’ only 8% of their customers agree. For those in the retail business, this highlights one of the key challenges facing the industry today – how to close the gap between the service…
CX Icon: Brian Dennis
This week, we were fortunate enough to speak to Brian Dennis, known throughout the country as the “the customer service guy”. An internationally renowned CX innovator and forecaster, Brian has served as a Fortune 150 executive – most recently as VP Customer Experience at Kohl’s – alongside being the best-selling author of his newest book…
Unlocking the Value of Customer Experience (CX) Initiatives
Putting a Value to Customer Experience While it’s easy to pay lip service to the importance of customer experience, for those in charge of CX initiatives or Voice of the Customer programs, proving the value of investing in Customer Experience to the wider business can be a challenge. While a commitment to exceptional service values…
Put a Spring in your step with our April Insights
As the clocks move forward across the globe and the cherry blossom begins to bloom, it’s finally starting to feel like Spring is truly here. And what better way to celebrate than with a round-up of our latest retail insights? The ‘Keanu’ Effect Working with an independent grocer in…
CX Icon: Nate Brown
This week we are delighted to speak to the fantastic Nate Brown. Alongside his role as Director of Customer Experience for UL EHS Sustainability, Nate is an ICMI Top 50 CX Thought Leader, and as co-founder of the CX Accelerator (a virtual forum for CX professionals) is something of a catalyst for communication amongst the customer…
Meet the Team… Giorgia Amici
We’re delighted to kick off our new Meet the Team feature here on the TruRating blog, and what better way to start than with Front-end Lead Engineer extraordinaire (and all round lovely person to boot) Giorgia Amici. Giorgia brings a little bit of Italian flair to our London HQ, and we were keen to learn a…
ShopTalk 2019: 3 from the Floor
Since appearing on the scene in 2016, ShopTalk has fast grown to be a date of note on an already busy retail calendar. Offering a fantastic variety of speakers covering the latest trends in retail and tech, it’s as good an excuse as we need to hop on a plane to Las Vegas for a…
CX Icon: Jeanne Bliss Pt 2.
Welcome back to part two of our conversation with the godmother of customer experience herself, Jeanne Bliss. In a fascinating follow-up to part one, this week we discuss the impact of hiring on the customer experience, what it means to practice ‘fearless listening’ and dig deeper into the ultimate purpose of the Chief Customer Officer. A huge…
CX Icon: Jeanne Bliss Pt 1.
Jeanne Bliss is widely known as the “godmother of customer experience”. Since 2002 she has guided customer experience transformations for major global organizations with her firm, CustomerBliss, and has inspired audiences through her keynote speeches. She is the co-founder of the Customer Experience Professional’s Association. Jeanne’s latest book Would You Do That to Your Mother? is…