Search Results for: strategy

This month's case study

Pharmacy Case Study – Improving Patient Information and Involvement Central Manchester Foundation Trust consists of six specialist hospitals where we treat more than one million patients every year. Patients have a wide range of medical and surgical needs and come...

Virgin Media – Paul Elworthy Interview

Many thanks to Christoper Brooks of Lexden Group for providing the Customer Experience Magazine with this interview (www.lexdengroup.com) As Virgin Media scoop two awards at this year’s customer experience awards, we catch up with Paul Elworthy, Head of Customer Experience Strategy...

Sage Business Community launches

Lean businesses are calling on staff to be experts in many different jobs – and the launch of Sage Business Community helps to make this possible. A community is widely understood to be a valuable source of advice and support offline,...

Customers or Employees First?

What does it really mean to create a customer centric organisation? Organisations say it all the time. Many organisations have value statements that state that the customer is “at the heart of everything we do” – but what does that really...

Customer Experience Transformation: Financial Services

16th – 18th September 2013, London, UK www.customerexperiencefinance.com Join us at Customer Experience Transformation: Financial Services to discover how to execute marketing leading CX Strategy in order to engage, acquire and retain customers, and their trust, to sustain the future of international...

Guest Experience Training reaps long term benefits…

Exceeding guest expectations has become the strategy for hoteliers wanting to stay ahead of the competition – to ensure guests book, return and recommend. Understanding and meeting guest expectations is crucial. More than 50 per cent of a guest’s experience comes...

Case study: Kirklees Active Leisure (KAL)

Pursuing customer excellence in a challenging economic environment… Managing more than 2.85 million customers in an increasingly competitive environment, whilst adapting to a backdrop of decreasing local authority funding, is some juggling act that would leave a lot of organisations in...

Using powerful CRM to change brand perception

Everyone knows that Customer Relationship Marketing is demonstrably brilliant when it comes to driving changes in behaviour. I say that, though not many brands appear to use it that way. Most so-called ‘CRM’ delivers content based purely around relevance as...

Putting members and customers at the heart of the service

Since 1934, the not-for-profit company PPL, has been managing the licensing of recorded music for broadcast, online and public performance use, ensuring its 10,000 record company and 65,000 performer members are all paid fairly for their work and investment. PPL’s Training...

Will banks cash in on survey results?

Who is top of the banks when it comes to customer service? More than 8,000 people have voted First Direct into the top slot, ahead of a new current account switching guarantee. A huge 93% of respondents rated its service “great”...