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The One Thing
In our newsletter, blog posts and articles on LinkedIn, we have written about a vast range of topics...
The Rise Of The Review
When I book a holiday, I have a process I routinely follow. I choose several hotels or destinations ...
Improve Your Customer’s Experience In Six Easy Steps
1. Listen When was the last time you asked your customer how they felt? Do you know what their n...
Can The Independent Food Retailers Survive?
The bi-annual UK Customer Satisfaction Index has just been published by the Institute of Customer Se...
Customer Service; Past, Present, Future
Many years ago, I sat in an education lecture and a very forward thinking professor said “More tha...
How To Run A Customer Service Clinic
Customer service. It’s the benchmark that every business knows it should be measuring. It’s the ...
Is Your Customer Service Vanilla?
In a world of ice-cream parlors, vanilla is no longer enough these days; we expect something differe...
Why Thought Leaders Are Worth Thinking About
Whatever your services or product, it is no longer enough to be a business name in the background wi...
Using Text Messaging To Capture Your Customer’s Loyalty
It is estimated that millennials now send between 60 and 85 text messages per day. That’s a lot of...
The Three Things You Must Do To Increase Your Profits Today
Customer engagement strategy? Or outdated marketing plan based on figures and historic patterns? Bel...
Feedback : Do you ask the right questions at the right time?
I am always stunned at how poor businesses are at asking their customers the right questions. Let ...
Five Ways To Earn Your Customers’ Trust
‘I trust you because your customer service is great. I trust you because your product is good qual...
Have You Got A Mayday Button?
Those of us who walk in the customer’s shoes each day of our working life are feeling pretty smug ...
What Would I Say About Your Business?
It is so easy to get bogged down in the ‘to do’ lists or action plans of every-day business. The...
Why Eight Out Of Ten Is Not Good Enough
This is the age of the customer. Yes, the customer is king, queen and ruler of our retail landscape....
‘Unexpected Item In Bagging Area!’ or ‘Hello, How Has Your Day Been?’
Wagamamas was the lunchtime destination at Bluewater on the weekend for my daughter and I. We knew w...
14 Steps To Create An Amazing Customer Experience
This guide will help you transform your business – if you take action. Customers are the lifeb...
Are You Over-Analysing And Under-Thinking Your Business?
When Heineken was developing a US advertising campaign for their tequila-flavoured beer called Despe...
Five Ways To Sell More …. OF ANYTHING!
I like quiet time. It was during one of my quiet times that I started to really think about the ke...
Exit interviews – good or bad?
Having been invited to conduct some exit interviews for a local garden centre, we stopped a couple o...
Call Centres – What can we learn from them?
Whether we love or hate them, we all spend time talking to Call Centres. I am sure we have all com...
How do you make your customers FEEL?
“I’ve learned that people will forget what you said, people will forget what you did, but pe...
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