Excellence without compromise.
The ability to provide an exceptional level of customer service is a crucial element for any organisation. Today's market is highly competitive, with a recent PWC study showing around 75% of customers are willing to pay more for a positive customer experience. A huge part of customer experiences is down to frontline employees who usually …
Continue reading "Why Customer Service Training is Crucial for Corporate Success"
I am thrilled to announce that I have been named as a Top 25 CX Influencer for 2023 and a Top 10 Contributor to Customer Experience Magazine (CXM) for 2022! It’s truly an honour to receive these accolades and to be recognised for my contributions to the customer experience industry. As a Customer Experience (CX) Fonder and Influencer, I …
Continue reading "Rachel Williams Named a Top 25 CX Influencer & a Top 10 CXM Contributor"
Dear Reader, Here at The Experience Corporation, we are passionate about effective complaint handling. We understand that sometimes things go wrong and that’s OK – what’s most important is how things are put right. I have carefully put together a summary of the most recent data in relation to banking and credit complaints. Following this, …
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Call centre teams are the unsung heroes of many large corporations. They are on the frontline providing helpful advice, taking the heat from frustrated customers and dealing with complaints. Here are three quick ways you can help your teams to improve their phone calls and the overall customer experience they are delivering. Smile Have you …
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How you treat your employees or contracted workers will determine whether or not they stay with your company. If you treat people with respect, dignity and gratitude they are far more likely to perform at a high level. However, if employees feel mistreated and undervalued, they are likely to move on swiftly to work somewhere …
Working With NHS Wales Here at The Experience Corporation we recently did some work with the National Health Service (NHS) Wales. We created a number of training resources for Senior staff to use in relation to organisational service improvement. I really enjoyed the project and learnt a lot about improving patient experiences. Following on from …
Continue reading "Five Ways to Improve the Patient Experience Within Large Healthcare Organisations"
How you treat your customers can be a huge game changer for small business owners. Creating a memorable, valuable and faultless customer experience (CX) can lead to more customer acquisition and loyalty. In this blog post, I’ll set out 3 practical ways you can upgrade your CX in a few simple steps. Focus on Reviews …
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Let The Travel Begin…. Many parts of the world have opened back up to travel and tourism. Guests are starting to pour back into hotels in their tens, hundred’s and even thousand’s. Now is the perfect time to review and improve the customer experience your hotel is offering. Let’s look at three simple measures you …
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I'm super excited to have interviewed Georgia Lennard for this blog post. Georgia runs a health and fitness business with her husband Simon. Together, the couple provide exceptional customer experiences for their clients. Read on to find how Georgia goes above and beyond for her customers and uncover her future plans to continuously improve her …
The UK Customer Satisfaction index (UKCSI) The UKCSI is a report conducted by The Institute of Customer Service twice a year. The report is based on a survey of around 10,000 U.K customers who provide a customer satisfaction score to different companies across 13 industries. The scores are based on various metrics such as employee …
Continue reading "Here’s what makes or breaks satisfaction for the modern-day customer"