Customer experience

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How great leaders inspire action – TED Talk by Simon Sinek

We have been watching the well-known TED Talk by Simon Sinek titled “How great leaders inspire action”, a video which has had over 46 million views at the time of writing and is one of the most popular TED Talks of all time. In this TED Talk, Simon talks about what it really [...]

By | August 31st, 2019|News|0 Comments

What are the moments of truth in customer experience?

Moments of truth in customer experience were first discussed by a Scandinavian airline to identify the various touchpoints a customer has with a company, each of which are an individual opportunity for a customer to form an impression. After transforming SAS Airlines to be one of the most successful in the industry, Jan [...]

By | February 4th, 2019|Training|0 Comments

SIM Scoring for Water Companies

Some people might be happy to hear that water companies in England and Wales are under a financial obligation by a third party regulator to provide consistently excellent customer service to their customers. The regular, Ofwat, use a system called 'Service Incentive Mechanism' (SIM) to regularly score a water companies customer satisfaction levels [...]

By | October 5th, 2018|Training|0 Comments

The story of how one disengaged employee sent customers away complaining

We read a complaint this week on a largely populated local Facebook group about a negative experience someone had encountered in a well-known, reputable food store in Brighton. She complained that for three days in a row, the same man had served her and "could not be bothered to smile, let alone be [...]

By | March 8th, 2018|Thoughts|0 Comments

CEO Challenge 2015 – What’s on the agenda?

The 'CEO Challenge 2015' was a survey produced by The Conference Board, conducted across 943 business leaders in 2015. The survey was looking to provide insight into the strategic and tactical priorities of CEO's worldwide, and the results show that they are putting their people and high-performance cultures at the top of their [...]

By | June 22nd, 2017|Blog Posts, Culture, Leadership|0 Comments

Improving customer service in an ‘I want it now’ culture

We recently wrote about the demands of customers in the modern world and how advances in technology and 24-hour access to services has created a ‘demand it now’ culture. We know, even from personal experience, that we feel unsatisfied when we don't get what we want, so how do service organisations improve customer [...]

By | May 16th, 2017|Blog Posts, Communication, Culture|0 Comments