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 successfulWhat 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 [...]

Employee Engagement – why is it important?

Simply put employee engagement can make or break a Customer Experience (CX) programme and is therefore vital in delivering a successful CX programme.Customer service expert and author, Shep Hyken, explains ‘The internal Customer Experience determines the external Customer Experience’. He is backed up by the 2016 Employee Engagement Benchmark Study that shows there is a correlation between employee engagement and success in customer experience. Companies that excelled at customer experience had one-and-a-half times as many engaged employees as customer [...]

Another Retail Sales Coaching and Mentoring Success

As Customer Experience retail experts, we know that the combination of individual and team retail sales coaching delivers compelling results. We saw this earlier in the year when we achieved a 7% uplift in sales at the Thorntons’ stores where we delivered our renowned sales coaching programme.Our latest coaching and mentoring work with a major UK retailer also delivered a significant uplift in sales across the six stores that our specialist CX team supported.  Retail Sales Coaching Programme The initial One [...]

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 [...]

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 [...]

Retaining your High Performers

One of the key lessons we have learned about what stops organisations delivering great Customer Experience is not having enough of the right people. All too easily top performers leave because of a lack of awareness around of what they need to remain engaged and motivated.The following are, in our view, the main 10 reasons your high performers will leave your organisation: Lack of empowerment and freedom No one wants to be micro-managed, especially highly-skilled talent. Show that you have confidence [...]

Poor Customer Service Costs Companies £37 billion

If you still doubt the impact that Customer Experience has on the bottom line – look at this new research by Ombudsman Services. It shows that 19% of consumers took their business elsewhere due to poor service, while another 15% made a conscious decision to spend less with a brand in future.This cost businesses a staggering £37 billion in 2016 as consumers either spent less or switched to a rival following poor service. Complaints on the Increase The Consumer Action Monitor [...]

CX Programme at Hartridge Engineering

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 [...]

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 [...]

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 [...]