Tag: Customer service
How can a facilitator ensure a great customer journey mapping workshop?
In a 2019 survey, the Nielsen Norman Group found that journey mapping was the third-most popular activity for UX professionals. While it is one of the most used methods in CX, it also can be daunting. Running a successful customer journey...
Create impactful experiences in 2023: make immersive CX your edge
Moving into a new year usually always indicates a fresh start with new ideas about how to successfully spend the next 12 months. This is particularly the case in business – especially as we’re in an age of renaissance, moving...
Can customer centric scheduling actually work in practice?
Customer centric scheduling is crafted for employees, for the benefit of customers. It’s a typical model to see adopted in retail especially, and other customer-facing roles. At first glance, it might seem like a great idea. But what about the...
The new value proposition to support customers during the cost-of-living crisis
With the increased prices on energy, food and mortgages/rent, we are all focused on value and getting the most from what we can afford. For all income groups, making ends meet and reducing outgoings will remain priorities this year. All income level households are suffering with finances Energy bills are due to rise...
What are you doing to improve your customer service efficiency?
A recent survey by Accenture found that 52% of consumers have switched providers due to poor customer service alone. If the service a customer receives is long-winded and tedious, they’re 96% more likely to break their brand loyalty. These are staggering...
Adapting to endure: 2023 social media trends
Social media has never played a more central role to business, and has consequently evolved as the key to a successful marketing strategy. At the same time, it can be a challenge for organisations to keep up with this constantly...
Customer timeline planning can be beneficial to strategise your business
It’s important to track your customers’ interactions with your business. A customer timeline runs right from their first point of contact, up to their most recent purchase. This process of customer brand engagement is referred to as a customer timeline. It...
6 trends that will shape the world of work in 2023
Over the past few years the way we work has transformed. This will continue to be the case in 2023 with more companies adopting a gig model. For many people, the gig economy is a vital source of income, especially now...
The leadership of kindness must be BAU in 2023
Out of the trauma of the last two to three years, a trend has emerged. Organisations are now leaning into kindness and empathy. But we may have been neglecting these as business priorities in the years gone by. Our increased vulnerability as people, whether in the...
How to ease consumer concerns during the Royal Mail strikes in the UK
Retailers looking to maximise sales during the Christmas period are in a sticky situation. This is attributed to the blend of cost-conscious consumers and ongoing industrial action creating a tricky combination. Royal Mail strikes have been the cause of particular concern over...