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Whitepapers

Each month we produce a Whitepaper where you can read about issues, trends, case studies and strategies LimeBridge use to improve the customer experience. In these whitepapers, we often take the “Challenger” view to help get you thinking how you can improve the customer experience in your organisation.

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24 Sep 2018

The myth of poor cross and up-selling

The popular reputation of up-selling and cross-selling is that it drives poor customer outcomes and that customers resent the process.  The ubiquitous “would you like fries with that” is seen as an intrusion and is often mocked because it is so common and hackneyed.  It is ironic, however that this question sells a lot of fries which is why it is done so regula...

31 Aug 2018

The rise and rise of Digital

Every organisation we talk to wants customers to self-serve (or buy) more on their digital platforms (phone, tablet, desktop etc).  For most companies this isn’t an option, it has become a necessity.  If they don’t succeed in migrating costly human interactions to digital solutions, they are vulnerable to digital disruptors with lower cost models. The world still echoes...

14 Jun 2018

It sounds so easy

At a recent Customer Experience Conference many of the “key notes” and exemplar speakers were from glamourous industries such as entertainment (Disney), high end hospitality or up market retailers. These industries talk about the exceptional customer experiences they are able to provide. The speeches emphasise the special experiences that have been created when front line staff do...

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