Here, Research Director, Anna Ritchie shares her thoughts on the importance of customer experience and how managing all experiences no matter how bad, could help turn a negative experience into a positive one.
Tag Archives: Customer Experience Management
Maru/edr are delighted to announce that they are winners of two UK Customer Experience Awards for their innovative customer feedback programmes.
Less than half (40%) of digital users currently rate their online experience as high, according to new analysis of retail results from Voice of the Customer leaders Maru/edr.
Last week, Associate Director Tobin Sparrow took to the stage with British Airways at the MRS Travel, Tourism and Hospitality conference to present the story of BA Pulse, a real-time customer feedback programme. Here, Tobin shares the story of Pulse and what other businesses can learn from a successful real-time programme.
Last week, CDO Derek Eccleston took to the stage at the annual AURA Insight conference and shared the remarkable story witnessed at Yodel where listening to customers and connecting with them has led to a phenomenal turnaround in their business. Here, Derek shares his thoughts from the day and how getting closer to customers is […]
Towards the end of 2015, we launched our Integration Challenge and asked a whole host of clients and contacts to challenge our technical team to integrate Voice of the Customer feedback with a range of complimentary data. Here, Chief Product Officer Nada Gillard explores what we’ve been up to in that time and how we’re […]
When you examine the effect that a great customer experience can have on a business, it seems remarkable that more brands haven’t woken up to the power of Customer Experience Management sooner. Chief Commercial Officer, Derek Eccleston explores the importance of giving customers a great experience and why the future of advertising and marketing lies […]
2015 was another great year for us at eDigitalResearch. We saw double digit growth to our business yet again and welcomed over thirteen new faces to our team. We also launched HUB Text Analytics, our revolutionary verbatim analysis insight platform. But we’re not ones to rest of our laurels. Sales and Marketing Director Kat Hounsell […]