It’s simple to analyse Customer Experience (CX) trends. The analysts and commentators create lists of trends at the end of each year and then guides to what is coming next January. What is not so easy is being a multi-function CEO with a clear understanding of which of these trends should be harnessed to support…
Great Customer Experiences Begin With Engaged Employees
Is a good customer experience (CX) only a case of ensuring external customers have a great experience? What about the internal customer, the employee? Companies ensure engaged customers, why don’t they ensure engaged employees? The employee experience tends to lag behind the customer experience because companies tend to disregard the employee as a core driver…
Relentless Focus On Engagement
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….
Lush tops Which? customer service survey
The annual customer service survey from Which? is out and the usual suspects feature at both the top and bottom of the list of the 100 big brands rated. You can read the full results here but we’ve summarised the highlights here.
Are Digital Marketers Missing A Trick?
The top three obstacles that marketers face in 2015 are apparently; New business development, quality of leads, keeping up to date with current marketing technology and trends. This is according to research conducted globally across 5000 marketing professionals.
Customer loyalty, trust and the limbic brain
I recently re watched the inspiring Ted Talk from Simon Sinek on how great leaders inspire.
Simon talks about the notion of a golden circle or 3 concentric circles. At the centre, is ‘why’ – the emotion or purpose of why you do what you do (or why a business does what it does). Next out is ‘how’ and the outer circle is ‘what’. Customers buy from the inside out based on the why first, then how and what. Businesses however, sell and communicate from the outside in which is why they often fail in their approach.
UKCSI – State Of The Nation Update
Customer satisfaction on the high street seems to be pulling out of the destructive nose dive we’ve seen in the last 4 waves.
The July 2015 results from the UKCSI are out now and as in earlier posts, I’ve trawled the results and here is a summary for you.Uk map UKCSI
The previous two years of decline seems to have now plateaued with the index rising by a meagre 0.2 from this survey wave to 76.2 overall (out of 100). Way down from the heady heights of 78.2 in January 2013.
Enterprise Rent-A-Car: simple service, great customer experience
You wouldn’t think that the simple act of hiring a car would be such a great customer experience would you? But it is, and it was. Not just once but consistently 3 times in a row. Now not many companies can boast of that.
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.
Messy Processes – Messy Customer Experiences?
Yeah, I am sure you have heard it at least once in your life: “Sorry, it is against our policy”. Lately I have head too many times “It is against regulations”. How is it against regulations when others are doing it? Nah, it is just a easy escape from offering bad customer experiences. How many companies actually mix bad internal processes with regulations? Quite many it seems!
