Zappos Customer centricity

Key to Customer Centricity: Takeaways from Alex Genov’s Zappos Keynote

Last week marked the launch of the Adoreboard CX Academy at a special keynote and masterclass event with special guest Alex Genov from Zappos. Alex is head of customer research at Zappos, a US-based online shoe and clothing retailer who thrive in the world of customer experience so much so they hit over $2 billion in […]

CX Industry Focus: Budget Beauty Brands

When it comes to makeup, we often base quality on price. The cost of a product can have a big impact on the customer’s perception of the brand, the value of a product and, in turn, a brand’s reputability. As much as makeup users and enthusiasts may strive for costly, high-end brands, pricey products can […]

We Have Lift Off: The Launch of Emotics

Are you seeking to leverage valuable customer experience insights to improve brand and business performance? Then look no further. Adoreboard’s emotion analytics tool Emotics provides a means of measuring the emotional intensity around customer experience. By determining the main themes driving emotional intensity, Emotics allows users to make informed business decisions that enhance customer experience […]


Ryanair Crisis: Customer Experience Grounded

Budget airline Ryanair is scrambling to recover from a customer experience nightmare this week. Over 315,000 people’s journeys were disrupted due to an error with pilot’s annual leave. Ryanair Chief Executive Michael O’Leary had offered to pay pilot’s over £10,000 to waive 10 days annual leave and come back to work, an offer that was […]

Top 5 Online Accommodation Websites for Customer Experience

With holiday season approaching, more and more people are leaving in-store travel agents behind and turning to online accommodation providers to get the best deal for their stay. We analysed over 5,000 online mentions of five of the most popular accommodation websites of the moment. Adoreboard’s emotion analysis tool Emotics analyses the mentions to uncover […]

Top 6 UK Mobile Networks for Customer Experience

According to Ofcom, 93% of the UK population own a mobile phone. With so many network providers out there competing for the title of Best Mobile Network, providing a great customer experience is vital. Positive customer experience promotes customer satisfaction and loyalty. Those who experience good service, receive good value deals and coverage are more […]


The Big Six: Whose Customer Service Lacks Power?

This week SSE announced that they would be hiking up their prices by 14.9%. With most energy companies doing the same, customers are deciding whether to switch or stick. We analysed the Twitter customer care channels of the companies in the UK to see who provides the best customer experience and which is worth the […]

The Importance of Emotion: Post Purchase

Good customer experience is vital for business success. Understanding a customer’s feelings and decisions can increase customer loyalty and improve their customer journey. Adoreboard specialises in emotion analytics, which provides a pathway to improve customer experience and loyalty. An essential new tool for businesses, our Emotics software can be used to analyse the emotion within […]

Adoreboard Customer Experience Index: UK High Street Banks

This week is the launch of the Adoreboard Customer Experience Index: UK High Street Banks report. Adoreboard has analysed UK bank customers’ tweets related to customer service for the last six months of 2016. The analysis reveals which banks provide the best and worst customer experience, and what aspects drive the emotional highs and lows […]