"Where do you start when developing a customer experience strategy?" I was recently asked this question by a friend of mine who is new to the profession. She had just been promoted at a company that had never had a CX function before and needed to create everything from scratch. The following post
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(Image courtesy of Unsplash) It’s not easy being a manager in 2019. Many, many factors are constantly challenging your ability to focus on what’s important. Staff management, compulsory training, fire drills, employee town halls, email… the list goes on. And then you’ve got everything going on outside of the office!
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Today I'm proud to share a post by Jessica Sparkes, a consultant with KAE, a strategic marketing consultancy based in London. We interact with a plethora of brands every day, all of which want to stand out. With increasing customer expectations and only 7%1 of millennials seeing themselves as brand loyalists,
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Today's post has been contributed by UX specialist and web designer, Lexie Lu. One of the top ways businesses differentiate their brand from the competition is through the customer experience (CX). Gaining someone’s business and keeping it isn’t easy in a global marketplace. Make a misstep, and the consumer simply
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Management expert, Ken Blanchard, once said that “feedback is the breakfast of champions” and I agree. Any company interested in improving its CX will always want to understand its customers thoughts and feelings. More and more companies are surveying their customers - which is great! - but the increase in
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Dr Vadi Vojdani is the Practice Principal at Island Dental, a premier practice in Adelaide, South Australia with a focus on comprehensive care, and both general as well as cosmetic dentistry. Vadi has been practising dentistry for 17 years and continues to learn about new ways that she can deliver more
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Six months ago, you were hired into a Customer Experience Management role within a large company. Since being in the role, you’ve done a ton of analysis, discovered where the major customer-affecting problems are within the company and generated some quick wins. You feel like you’re making headway but know
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Tom Caley is a passionate advocate for employee and customer experience. His working life began in retail and contact centres—and after a short detour through the world of graphic design—he progressed into contact centre management and call quality management. Recently, Tom has been running the Voice of the Customer
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I grew up in Adelaide, South Australia. It’s a vibrant, beautiful, well set-out city where the locals will happily remind you of its status as the only capital in Australia settled by free people and not convicts. My mum hosts walking tours around town on which she talks about
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In our previous post, we focused on why we do what we do. It’s great when we get a successful result in what has become our chosen profession but, as in many others, a number of things can often pop up that will stand between us
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My name is Ben Motteram. I work with leaders to improve customer and employee experience. This is my blog.
