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CX Implementation Archives - Into The Blue Consulting

CX Implementation

Thorntons Retail Customer Experience Programme

Over the recent few months we have rolled out an extensive retail Customer Experience coaching and training programme to 40 Thorntons stores across the UK. Our team of CX trainers and coaches worked with Thorntons’ store managers and retail assistants across the UK to improve the Customer Experience in Stores, by focusing on changing behaviours and language. We are delighted to report that after 6 weeks the stores targeted by the programme have shown a significant improvement in both their mystery [...]

Pointers for CEOs to Ensure a Sustainable CX Strategy

Enlightened CEOs embrace Customer Experience (CX) as the new competitive battleground and the route to profitable differentiation in organisations. However, delivering a sustainable Customer Experience strategy is not without its challenges. Here are some pointers to help embed an effective CX strategy from the outset:   Go large or go home Conventional wisdom calls for piloting changes on a limited basis which if successful are rolled out more broadly. Whilst this works for individual elements or small tweaks, it does not work [...]

Challenges of Implementing a CX Programme

Whether you use an external expert, or implement your Customer Experience programme internally, there are a number of challenges that may hamper your efforts. We find the most common are: Board buy in - the whole senior management team needs to buy into the programme or it will be undermined. Leadership has a vital role to play, not just believing but living and demonstrating behaviours on a daily basis. Whilst no one person or department can own Customer Experience, having a [...]

Why Use a Customer Experience Implementation Partner?

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 [...]