The future for the high street may be hugely brighter – if companies change
Howard Schultz, executive chairman for Starbucks may have predicted even more than he realised when he said, “You walk into a store, whatever it is, and if there is a…
Great CX is vital for successful healthcare
An increased focus on customer experience – not just the customer service element – is becoming increasingly vital to ensure success as a healthcare provider. Speaking as a surgeon, healthcare…
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Customer service basics can make all the difference (part 2)
In the first part of this two-part article I dealt with some examples of keeping the customer informed and managing their expectations. There’s a common theme emerging in both those…
Customer service basics can make all the difference (part 1)
In focusing on customer experience, CX professionals can be guilty of forgetting that very often it's the basics of customer service that can make the difference between customer loyalty and…
Putting compassion into customer experience
BBC Radio 4’s ‘Money Box’ isn’t often where you go for a scoop with political ramifications but today’s announcement by the programme that families on Universal Credit will miss out…
Tesco – blue sky times ahead or in the eye of the hurricane?
Great news for Tesco. They are reporting best-ever sales growth at the end of last quarter for more than 5 years. With Christmas sales above expectation, their company is excited…
E-Book: Building a Customer-centric Business Strategy
We all know that improved customer experience can drive a massive increase in business performance, but how does this show up in practice? Drawing on a number of recent examples…
E-Book: Measuring the RoI of CX
We know that great customer experience leads to improved business performance, yet it seems to be a problem for customer experience improvement projects to get the kind of traction and…
JDSports – Bucking the trend and creating massive growth with average customer experience and a declining market
People don’t want to go into stores any longer and, for the vast majority, “in-store” sales are in decline. Online shopping is the only area that is showing growth. Helen…
Try this Customer Innovation technique
I promise in my workshops that I can teach people how to innovate. Really? Is this possible or is this simply a set of techniques that create some different results,…