On a bright sunny morning, CCA Global held their annual MBA day for customer service and engagement leaders at RBS site in Gogaburn, Edinburgh. Hosted by Kaye Adams, who normally appears on our TV screens in Loose Woman, Kaye asked the audience and presenters about the biggest challenges in terms of customer service delivery today….
Walking A Mile In The Shopper’s Shoes: IR Digital Design Conference
Last October, RSR published a benchmark report entitled Retail Growth Strategies in 2014 (sponsored by IBM and Oracle[1]), and it contained a surprising finding, that the overall response group rated “more physical stores in existing markets” than “more physical stores in new geographies” as “high value” opportunities, 61% vs. 54%. But as is typical in […]
3 Ways To Turn Mediocre Customer Experiences Into Remarkable Ones
When you think about remarkable customer experiences, what kind of companies come into your mind? The ones that create remarkable experiences or the ones that are mediocre? I bet the remarkable ones! So, how do you turn mediocre experiences into remarkable? Read this article for 3 key principles.
Test the pulse of your processes – and see if they are still alive!
Many processes are like automatons. They wake up in the morning, brush their teeth, take the train to work and start toiling . For four hours they check their emails, put out fires and curse the work they do. Then, finally, it’s time for a lunch break. They grab something to eat, read the latest news, check Facebook and begin to feel sad about going back for their afternoon session at work. They head back to the desk, work for four more hours, take the train home and watch TV until going to sleep.
Perfecting the Customer Experience: Strategy and Delivery
Our last drop-in session (December 15) focused on Customer Experience Strategy and Delivery. HiveMind CX Experts, Nicola and Jerry, spoke at the session and shared insight and examples of; How the right customer experiences can reduce costs and drive revenues, how to create a sustainable customer experience strategy and plan to deliver it, and highlighting the demonstrable links between Employee engagement and Customer engagement.
How to empower customer centric thinking
Let’s start with a question:
Have you decided to implement a customer centric strategy into your business?
If you already have made a decision, why not harness the greatest potential every organisation has at its disposal – the people? The ideas on innovation, approaches, strategy and business improvement can then come from within the organisation. What’s more, there will be a happier workforce.
