Shep Hyken 4 ways cartoon

4 ways to ensure your customers are treated better

Dealing with public utilities can often be a minefield of bureaucracy and poor customer service. We rely on these monopolistic providers to make our everyday lives function, and so can often feel powerless to demand better service; unsurprisingly given this dynamic, utilities have traditionally rated poorly on cross-sectoral measures of customer service satisfaction. Here Shep Hyken – CX expert, blogger, and New York Times bestselling author – uses an example of an ongoing customer relationship with a water company to demonstrate how empowering staff and embedding a culture of proactive assistance are the keys to transforming customer problems into brand- and CX-enhancers. Read More

Expert Blog
Individuality Symbol

How does the customer experience fuel innovation?

As we hear increasing amounts about innovation as a driver of differentiation and competitive advantage, CX expert and blogger Annette Franz considers how customer-centric companies can embed innovation alongside the customer as a key pillar of the company culture. Read More

Expert Blog
Digitising your customer experience

Digitising your customer experience

Much is made of digital transformation, as a tool to drive customer convenience, loyalty, and reduce costs; but where do you start, and does everything have to be digital? Here Peter Fisher, CX expert, suggests anchoring your digitisation strategy to three core concepts – digital as game changer, digital as channel extension, and digital as facilitator – emphasising an intelligent approach that applies digital transformation only where it is additive and in the long-term interests of customer and company alike. Read More

Expert Blog
Maze of questions

Connecting satisfaction with behaviour: does the service-profit chain still work?

In this thought-provoking article, Michael Lowenstein – Principal at CX specialists Beyond Philosophy – interrogates the fundamental principle underpinning all customer experience programmes – namely that better service leads to more (loyal) customers and consequently higher profits. Increasingly this principle has also been extended to make the case that more engaged employees will lead to more loyal customers in the longer term. Tweet us your thoughts @2020_CX.Read More

Expert Blog
What conversations are your front line team having with your customers?

What conversations are your front line team having with your customers?

As CX enthusiasts, we have the opportunity to do field research many times a day, as we encounter the front-line experiences delivered by the businesses we frequent. These are often highly variable, and our own expertise means it’s difficult not to want to give front-line staff words of advice when things go wrong. The change though must start from the top and involves culture as much as process. Here, business coach and CX consultant Lara Khalaf shares her experiences and offers her 7-step guide to improving the way your front-line staff interact with customers. Read More

Expert Blog
Hierarchy of Emotional Value

Uncover the Emotion you Wish to Evoke

Colin Shaw – CX expert and founder of consultancy Beyond Philosophy – has long argued for an emotions-based approach to the customer experience. In this practice-oriented article he shares strategies for identifying the key emotion(s) your company wants to evoke in its customers, and how you can effectively embed these across your customer experience. Read More

Expert Blog
Data insights are good but immersion and observation are better

Data insights are good but immersion and observation are better

Customer experience consultant, speaker and Forbes contributor Adrian Swinscoe recently launched his new book How to Wow: 68 Effortless Ways to Make Every Customer Experience Amazing. Featuring practical tips, insights, and interviews with a wide range of leaders and entrepreneurs, the book shares 68 strategies that will show you how to stand out from your competitors, whatever your business. In this extract, Adrian questions some of the hype around big data, and asks if it is in fact helping some firms and executives avoid the ‘hard’ work of engaging and observing customers out in the field.Read More

Expert Blog
Ryanair & the Aggregation of Marginal Gains Theory

Ryanair & the Aggregation of Marginal Gains Theory

Nigel Greenwood, author & CX expert, explores how Ryanair have transformed themselves into a customer-centric business, in part by employing the ‘Aggregation of Marginal Gains’ theory that worked so well for British cycling. Emphasising the cumulative effect of making small, incremental improvements, Nigel shows how Ryanair have gone from zero to hero in the customer experience space. Read More

The Power of Awards

The Power of Awards

Rob Millar, Founder and CEO of hybrid CX agency Comotion, talks about the importance of recognising success. Whilst awards might sometimes seem like a distraction or an appeal to vanity, Rob argues they an essential part of embedding cultural change within an organisation, and that planning how you will recognise success should be a key component of your execution strategy. Read More

Expert Blog
At some point you have to stop listening

At some point you have to stop listening

Currently most companies are in the process of expanding their VoC and analytics functions, as it is has become received wisdom that listening to customers is crucial for designing and delivering outstanding customer experiences. In this article, CX expert and blogger Annette Franz adds a note of caution, and attempts to provide some structure to the sometimes woolly thinking on customer feedback. Arguing that companies must do less indiscriminate listening, and more active, strategic ‘hearing’, Annette considers some key questions for your companies’ VoC programmes. Read More

Expert Blog
2020 Customer Insight Report - TCS - Final

20:20 Customer Insight: Navigating the New Data Ecosystem

A report by Marketforce and TCS. Download your copy today! Read More

Report
Robots: the future face of banking?

Robots: the future face of banking?

In the fourth chapter of our report The Future of Retail Financial Services – produced in partnership with Cognizant and Pegasystems – we consider the future for customer service, examining the challenges and opportunities of automation and robotics. Read More

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