Author: Rebecca Brown

Great CX Doesn’t Happen by Accident

Great customer experience doesn’t happen by accident. It takes a long-term commitment to learning about your customer, an understanding that the work is never ‘done’, and a universal vision shared by everyone who works in your organisation – to provide...

Beat the Wave of Dissatisfaction – Get Proactive!

  Now that lockdown restrictions have been eased significantly, shoppers are nervously returning. It’s a brave new world out there and it’s more than just nerve-wracking going back out, visiting retailers, pubs and beauticians – it’s confusing, it’s less fun and an...

Inspiring Confidence: The (C)X-Factor in Any Customer Experience Strategy

In your office there will be rules; standard operating procedures that help with inducting new staff, training long-term staff and ensuring the smooth running of day to day business. Sometimes those rules are well documented in step-by-step guides, and sometimes they...

The Problem with Delighting Our Customers

When people talk about customer experience objectives, you often hear them expressed in terms of an overarching desire to delight the customer; to provide them with a next-level experience and exceed expectations. This is, of course, a noble aim, but...

Firefighting – And How to Transition From Survive to Thrive

  It’s a gloomy Monday morning and again, three of your five-strong team are off sick – but who can blame them? It was a tough week last week. Julie from accounts forgot to process the refunds, so Mr Thomas and...

One Size Does Not Fit All: Tips For Improving Digital Customer Experience

Author: Rebecca Brown Moving with the times, innovating or keeping up with the Joneses when it comes to customer experience is never easy. Sometimes it can feel like it’s made even harder by the array of options open to businesses. Being...

Experience Isn’t Enough – You’ll Need a Map Where You’re Going!

Author: Rebecca Brown There are lots of different styles when it comes to leadership. Lots of approaches, lots of management books and leadership guides. Volume upon volume of materials that you can digest online, on your kindle or even these days, in...

Easy as ABC: Employee Recognition and How To Do It Right

Employee recognition is key to the success of any organisation, but whilst this fact has been well established, it seems there is still a lot of room for interpretation. For example, a statistic published by World at work states that the...

Contact Centre Superheroes Need Saving Too

Anyone who has worked in the complaint handling industry will tell you that like any job, there are good and bad days. What isn’t like most other jobs is the emotional weight placed on a complaint handler when they have...

Why I Love Complaints

‘Complaint’ has traditionally been seen as a dirty word; whispered within organisations and one that most senior staff would have done anything to avoid admitting applied to them. The negative connotations that came with complaints meant that for years, anyone...