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Success Factors Archives - Into The Blue Consulting

Tag - Success Factors

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 [...]

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 [...]