Customer Experience
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How Big Is The Customer Experience Opportunity?
Posted August 25, 2016 in Customer Experience, Living the Brand The power of a branded experience lies in its ability to generate loyalty and affinity in customers. -
Small Detail – Big Consequence: How Retail Goes Wrong
Posted July 15, 2016 in Customer Experience, Living the Brand Learn how when the small details of customer experience touchpoints go wrong, they often have big, unwanted consequences. -
4 Ways Customer Experience Impacts Your Bottom Line
Posted June 21, 2016 in Customer Experience, Living the Brand Whether it’s as a result of bad word-of-mouth or online reviews, when organizations deliver poor experiences, they lose money. -
Be Careful What You Measure
Posted June 9, 2016 in Customer Experience, Living the Brand The metrics you measure are what drives the behaviour of your people – not what you tell them to do. -
Brand Behaviour: The Impact of Actions and Body Language
Posted May 27, 2016 in Customer Experience, Living the Brand If implemented correctly and lived by the organization’s people at every level, the right actions and body language can significantly improve that organization’s ability to keep its brand promise. -
How To Ready Your Organization For Customer Experience Success
Posted May 4, 2016 in Customer Experience, Employee Experience Learn to give employees a compelling reason to commit to customer experience improvements. -
Your Brand is the Sum of the Experiences You Deliver to Customers
Posted April 26, 2016 in Customer Experience A customer’s perception of your organization is shaped by the cumulative interactions they have with you. Do you know what experiences you're delivering? -
The Customer Experience Breakdown
Posted March 21, 2016 in Customer Experience, Living the Brand We’ve all been victims of the customer experience breakdown. Whether it’s while shopping at a store, eating at a restaurant or going to the bank, the sinking feeling when you receive lower quality customer service than you expect is unmistakable.