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I spent seven long years working in professional complaint handling in one of Canary Wharf’s lavish glass buildings. You know the ones that kiss the grey London skyline and shimmer on those rare summer days? During my time there, I worked tirelessly to investigate and resolve a wide range of complaints. I also built up …
Customer Experience (CX) is not a tangible item which can be weighed like a bunch of bananas. It’s a business practice, a set of principles and should be part of an organisations strategic planning. So how do we measure CX effectively? There are five key steps to successfully measuring customer experience which I’ve written about …
I recently searched the internet to find a simple definition of customer experience management and failed miserably. I found helpful definitions, but they seemed a little over complicated. Here is my attempt at defining the term: The processes, software and strategies adopted by an organisation to accomplish excellent customer experiences. There are several elements that …
Ralph Lauren Leads a Digital CX Transformation An article was recently published reporting on Ralph Lauren’s digital transformation. The company has focused on elevating customer experience (CX) by improving it’s online presence and leaning into innovation. As a result, Ralph Lauren reported a 52% acceleration in digital sales, increased customer acquisition and have ranked number 5 on Gartner’s top …
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The Best Definition Customer experience is a fast-growing topic of interest and focus. But what exactly is customer experience? How do we start to define the term? The Cambridge dictionary defines CX as the following: "the way someone feels at all stages of doing business with a company or organization." Another great definition comes from the …
It’s All About Culture Before transitioning into entrepreneurship, I worked at two major corporate companies. I remember plucking up lots of courage to share any ideas in meetings. On many occasions, I simply wouldn’t share anything because of fear, anxiety and a lack of confidence. Here’s the thing, the best ideas come from both senior …
What is a Customer Feedback Funnel (CFF)? We’ve all heard of a sales funnel, right? But what about a Customer Feedback Funnel? Have you ever heard of the term? I actually coined the phrase myself to describe the process of acquiring customer feedback through automated systems and surveys. A CFF is simply the route that …
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Three Simple Steps Customers are looking for companies that deliver exceptional customer experiences (CX). To stand out amongst the crowd, it’s time to invest in what matters the most; your customers and how they experience your brand. This post will set out 3 simple steps which your business can take to improve CX. By implementing …
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The Struggle Is Real Customer facing roles can be extremely exhausting, hard work and frustrating at times. Customer facing teams are in constant demand and under a considerable amount of pressure every day. COVID19 has added an extra layer of pressure as customers face challenging circumstances, reduced household incomes and a general feeling of uncertainty. …
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Hello! Welcome to my brand-new company blog. I’m delighted you’re here and hope to add value to your busy day! Let me start by introducing myself…. My name is Rachel and I’m the Founder of The Experience Corporation. We provide skills based and practical training for corporate professionals across various industries. We specialise in customer …