Some work in organisations that deal solely with businesses – whether that is start-ups, SMEs or corporate and enterprise-sized businesses. The world of clients has the challenge of diverse relationships per account, complex business structures or multiple sites – B2B is a complex environment in which to deliver strong reactive and proactive service. On the other hand,… Continue reading Why data is the lynchpin between the client and customer experience
If there is one industry that needs to do more than any other to fix their customer experience, it’s financial services. Purchasing insurance, opening a bank account, switching mortgage providers or comparing credit cards – financial services as an industry constantly misses the opportunity to establish customer trust and give clarity and transparency in their… Continue reading Why customers don’t engage in their pensions
During this month, I’ve adopted a theme to my blogs focusing on various ideas, concepts and posts that I have shared in the past to help those of you considering customer experience transformation to take that leap of faith. In the fourth of five posts, I’ll focus on linking you KPIs to your customer-desired outcomes.… Continue reading CX4/5: Linking you KPIs to your customer-desired outcomes
During this month, I’ve adopted a theme to my blogs focusing on various ideas, concepts and posts that I have shared in the past to help those of you considering customer experience transformation to take that leap of faith. In the second of five posts, I’ll focus on managing change in your customer experience. Modern… Continue reading CX2/5: Five tips on managing change to your customer experience
I’m currently working on a meaty strategy, that once we getting going, will significantly change the behaviours of the consumer. As with any strategy, it starts out with a bold vision over a long period of time and based on a series of assumptions, makes heroic commitments to deliver something noteworthy. It involves a lot of … Continue reading 5 reasons why a strategy is like getting married
Slightly cryptic title this week, but I was pondering a tricky issue whilst on holiday in our beautiful summerhouse in Finland (see the picture above for the view from the house at midnight!) It’s an issue I’ve faced on more than one occasion, and I haven’t always got it right. A former colleague had contacted… Continue reading Combining roles to save cost is not always the right thing
Let me start this post by being clear – I don’t know the answer! But following a fascinating conversation with a respected contact, I thought it was worth discussing whether CX can help prove the value of a diverse workforce. The real challenge when I look at a typical diversity and inclusion (D&I) dashboard is that… Continue reading Can CX help prove the value of a diverse workforce?