Tim Wade
Tim Wade
Tim is the founder of CX Lab, a customer experience consultancy using behavioural science rather than rhetoric to deliver results from customer and employee experience. Tim has lead the transformation of businesses across multiple sectors including hospitality, retail, telecoms, financial services, B2B, energy and technology. Previously a marketing leader Tim turned to the 'dark side' of consulting, a path that has taken him around the world consulting and speaking on marketing and customer experience.
How to go beyond Voice of the customer
Voice of the customer (VOC) programmes have grown rapidly over this last decade. The need for business to be listening to customers appears to...
Would you pay less for a poor customer experience?
The classic research question asks ‘would you be prepared to pay more for…’ …a better customer experience or another factor such as, a brand that...
Customers don’t do what they say
Much of the thinking in the world of customer experience has been developed by asking customers or employee questions. Yet behavioural science from Kahneman...
7 steps to getting your customer experience project signed off
A thought-out, purposeful customer experience strategy has now become a cornerstone for leading brands throughout every business sector. Viral videos and public engagement success...
Is the John Lewis Ad the new Queen’s Speech?
Ah yet another Christmas approaches delivering yet another crop of Christmas ads to stoke up pointless marketing debate that creeps ever closer to main...
Misery – the key to creating standout customer experience
Picture this. You’re the CEO of a tourist attraction and your marketing director is presenting his latest idea at a board meeting. “We want...