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 [...]
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 [...]
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 [...]
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 [...]
When an organisation is able to recognise Customer Experience opportunities and then make the most of them, they will stand out and offer a superior Customer Experience. This enables them to delight their customers, which in turn comes together to build customer loyalty, reduce churn and increase revenue. What is a Customer Experience Opportunity? It is a chance to impress and go beyond what is expected. Importantly it can help to deepen the relationship in a positive way. The Disney Institute, an [...]
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.
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 [...]