Recently we were delighted to roll out the foundation phase of a CX transformation programme at Hartridge Engineering, a world leader in diesel fuel injection test equipment. This involved working closely with the Board of this Buckinghamshire based manufacturer. We delivered a series of interactive workshops exploring the importance of CX, their internal culture as well as the Values associated with the business. In addition, we helped them gain a better understanding of their customer’s perspective through various qualitative feedback [...]
Last month we were delighted to provide coaching and consultancy services to one of the UK’s largest housebuilding companies, Taylor Wimpey plc. Working with the site managers and customer service team who conduct the new home handovers, we looked at ways to improve the house handover process. We looked at moving away from being Taylor Wimpey driven i.e. telling the customer all the things Taylor Wimpey wanted to cover in the handover to being customer led i.e. what is important [...]
As an increasing number of organisations embrace Customer Experience as a competitive differentiator a question I am frequently asked is – why should an organisation looking to embrace a Customer Experience (CX) approach bring in an external expert or consultant? Here are some of the main benefits of partnering with a Customer Experience specialist, as I see them: Breadth of Experience: A partner brings experience of different sectors, processes and approaches. They can tailor the implementation programme accordingly, ensuring best practice and [...]
2016 will be the year that Customer Experience moves higher on the agenda. It will no longer be the preserve of enlightened CEOs who adopted a customer centric approach and reaped the benefits while proving the business case for it. According to Forrester’s Customer Index these customer-centric companies gained 43% in performance compared to a 33.9% decrease for companies who have neglected Customer Experience. Four key trends that will help drive the move to adopting a customer centric focus include: 1. [...]
In an increasingly competitive marketing place Baileys Travel, a regional chain of travel agents recognised the need to enhance their Customer Experience. Chris Bailey, owner and founder, explains in this short video the successful Customer Experience programme implemented and the outcomes. For full case study read here.
We were delighted to be selected as a finalist in the 2015 Northamptonshire Business Excellence Awards. Run in association with the Northampton Chamber of Commerce, this prestigious award ceremony is supported by local businesses and celebrates the achievements of local companies. Into The Blue Consulting is one of five finalists for the New Business of the Year Award. The Awards Ceremony takes place on Thursday 11th December and this year sees 11 category awards on offer, each celebrating and recognising [...]
Whilst many organisations have a Vision in place, many others are of the view that a Vision is a 'nice to do' or 'it may be right for other companies, but we don't need one, we know what we are doing'. Over recent years, I have leant the importance of having a Vision, ensuring it is fully understood by all employees (what it means for them personally, not just at a top line business level) and also, the not insignificant [...]