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Customer Experience Archives - Into The Blue Consulting

Control v Empowerment – the impact on Customer Experience

In a World where consumers are more informed than they have ever been, have more choice and where expectations are continually rising, it is the organisations who put their customers first in all they do who are continuing to grow and be successful What separates the winners from the losers, is culture. It is the culture, set by the leaders of an organisation, not just in what they say, but what they do, which determines how customer centric a business [...]

Key Customer Experience Trends in 2018

1. The continued rise of the Empowered Customer This has been a trend which has been with us for a few years and will continue to accelerate in 2018. The development of technology and the growth of Social Media means that the customer has a voice, a very loud and influential voice. The smarter organisations are engaging their customers at a much earlier point and gaining their input and thoughts on their plans for the future. These are also the [...]

Why do US brands outperform the UK on CX?

I was taught from a very young age that success is a planned event. It doesn’t just happen. You have to make it happen through meticulous planning and hard work. All the statistics show that the USA leads the way in Customer Experience (CX). I am not talking about the ‘Have a nice day’ stuff. I am talking about the scientific application of language and behaviours which drive a considerable ROI for the organisations that get it right. So, what do [...]

Are Silos Stopping your Organisation Deliver Great CX?

Joined up Customer Experiences that are differentiated and relevant are proven drivers of business growth. Tesco, Asos and Lidl are just a few of the many brands who are currently enjoying success as a result of new Customer Experience (CX) strategies. Breaking Down the Silos One of the key factors which have proven successful for all these organisations is the breaking down of the many silos which previously existed. Traditionally many large companies, with the way they have grown and as [...]

Customer Recovery: Why it can Pay to get Things Wrong

The ultimate objective of Customer Experience is to create loyalty. Not just creating customers who like your brand or are very fond of your brand, but who LOVE your brand and who would not consider taking their business anywhere else. As Ken Blanchard says, it is all about creating ‘Raving Fans’ There are various elements to a CX strategy, and one element which is consistently under-rated is that of putting mistakes right – or Recovery. If we take the basic elements [...]

Customer Experience in 2017

Here are some key factors we believe will shape Customer Experience in the UK in 2017… Increasing 'smart' consumers In an ever changing marketplace, retailers/service providers will need to consider the fact that their customers are better informed and more demanding than ever before. To ensure growth and the maintenance of a competitive edge, retailers/service providers will need to better understand these savvy customer’s emotionally based buying journey, and have a team with the ability to not only identify the customers’ needs [...]

Do you really Understand your Customers?

As CX experts we understand the importance of being customer centric. However, we still find many business owners who are product led and believe the strength of their product is enough to thrive. We know in a disruptive, rapidly changing marketplace that focusing on product to the detriment of customer experience can be very risky. This was recently highlighted in some customer research we did on behalf of a leading B2B manufacturer earlier in the year. Our research showed that all [...]

Creating a Positive Handover Experience with Taylor Wimpey

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 [...]

Make or Break… why Internal Customer Experience is Essential

First to clarify what internal Customer Experience (CX) is – it is defined as the experience that the employees and other departments within an organisation provide to each other, as well as suppliers and any other internal stakeholders with whom they work to get their jobs done or who help them get their jobs done. So why is internal CX important? Simply put it can make or break a CX programme and is thus fundamental in delivering a successful CX programme. As [...]

New Retail Sales Workshop Launched

We are delighted to launch our highly acclaimed sales training, Creating a World Class Buying Experience, as a standalone one day workshop. Aimed at retailers who want to train their sales people how to provide an exceptional buying experience for their customers so their business really stands out from their competitors. Based on our unique, proven approach we focus on the ‘relationship’ and not just the ‘sale’. We show delegates how, through the delivery of a great buying experience, to get [...]