Latest measure of employee engagement found that only 16% of workers are engaged, or are emotionally connected to their job. 68% of the workforce are totally disengaged and 16% are actively disengaged. The root cause of this is due to management and organisations not creating an environment which is conducive to creating a good employee experience.
What makes a CX Winner?
It was great to be asked to Co Chair the Winning with CX conference at the British Film Institute in London. The event had been brought together by Awards International, Cranfield School of Management and Customer Experience Magazine and included presenters who had won awards at the UKCX Awards last year.
Does the Brand Promise Matter For The Customers?
Before getting into details of brand promises, let’s take few seconds and think about it. Do brand promises mean anything to you? Do you hold companies accountable for them or are they just part of the marketing noise? And what about people working in your company, do they care about the brand promises your business gives?
WATCH: How Understanding The Customer Journey Saved £800,000
At this drop-in, Janne spoke on how a practical approach to customer experience management can create significant results for companies. He also explained a powerful Customer Experience Innovation method which has been applied to tens of companies globally to create double-digit performance improvements in all of them. Janne has delivered tens of challenging change programs, with double-digit performance…
The Job of the Customer Experience Manager
The need to improve customer experiences has been around since cavemen traded rocks for fish. And as our understanding of complex customer experience issues has grown, so too have the opportunities for those moving into leadership and management roles. Having credibility to influence change is at the heart of the job. But in reality, it can … Continue reading →
Are we talking the right language of customer experience?
Many customer experiences simply happen because when it comes to the attitude and processes, we hear people say “We’ve always done it this way”. And if it works today, why not? Well, for a start things could be so much better. Maybe – and I’ve often seen – things aren’t actually working in the way your customers want. The consequences of complacency are huge yet that word rarely, if ever, makes an appearance on the “risks and issues” log.
Differentiated customer experiences require differentiated thinking
Organisations waste time, money and effort if their approach to creating differentiated experiences is based on the very undifferentiated “Let’s walk a mile in our customers’ shoes”. Inspiration for better and more valuable experiences comes from those who experience things differently. When teams set out to map customer journeys there’s often a familiar reminder […]
Creating the Right Customer Experience is All About Leading By Example
To have any credibility when talking with others about how ‘customer experience’ can improve a business, it’s an obvious understatement to say that leading by example – understanding their issues and what they value – is imperative…
For improving customer experiences I’d rather have Right Data than Big Data
On my first day of my first proper job in the UK they called me “New York”. Not because I was energetic, intriguing or that I never slept but because, when it took me a while to understand what was apparently an hilarious corporate joke, I was – in their words – “five hours behind”. And many […]
Would changing the name from Customer Experience to Customer Memories make us better prepared?
We have Customer Service; it’s what companies do to or for their customers. We have Customer Experience; you could say it’s what it’s really like to be on the receiving end of the service. Done the right way though, understanding all that gives us powerful information. Yet there is also a risk that our focus…
