Insights
As experts in human interaction, we challenge ourselves to create and share the latest insights in Customer and Employee Experience.
The power of a branded experience lies in its ability to generate loyalty and affinity in customers. For organizations, it’s far easier to keep a customer than it is to find a new one. Yet only 30% of organizations are actively working to improve their customer experience, and 25% fail to keep their brand promise.
At Fifth P, we believe organizations need to consistently deliver the experiences they tell customers to expect. To help organizations understand and take advantage of an improved customer experience, we created an infographic highlighting the reasons why now is the time to embrace the opportunity.
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How Big Is The Customer Experience Opportunity?
Posted August 25, 2016 in Customer Experience, Living the Brand The power of a branded experience lies in its ability to generate loyalty and affinity in customers. -
How Do You Get Employees to Do the Right Thing?
Posted July 26, 2016 in Employee Experience, Living the Brand No method for getting your employees to do the right thing will work if you don’t hire the right people for your organization. -
Small Detail – Big Consequence: How Retail Goes Wrong
Posted July 15, 2016 in Customer Experience, Living the Brand Learn how when the small details of customer experience touchpoints go wrong, they often have big, unwanted consequences. -
Employee Experience is What Drives Employee Engagement
Posted June 23, 2016 in Employee Experience, Living the Brand For organizations looking to improve their customer experience and ultimately increase their bottom line, focusing on employee engagement isn’t the answer. -
4 Ways Customer Experience Impacts Your Bottom Line
Posted June 21, 2016 in Customer Experience, Living the Brand Whether it’s as a result of bad word-of-mouth or online reviews, when organizations deliver poor experiences, they lose money. -
Be Careful What You Measure
Posted June 9, 2016 in Customer Experience, Living the Brand The metrics you measure are what drives the behaviour of your people – not what you tell them to do. -
Brand Behaviour: The Impact of Actions and Body Language
Posted May 27, 2016 in Customer Experience, Living the Brand If implemented correctly and lived by the organization’s people at every level, the right actions and body language can significantly improve that organization’s ability to keep its brand promise. -
Your Brand is the Sum of the Experiences You Deliver to Employees
Posted May 17, 2016 in Employee Experience, Living the Brand To deliver great customer experiences, your organization must align the employee experience with your brand. This means you must treat your employees how you want them to treat customers.