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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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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"
A complaint refers to a person expressing dissatisfaction about a company’s actions or inaction. These can range from minor to severe and come in various shapes and sizes. Complaints should never be taken personally but should rather be dealt with professionally. Often a customer has a valid reason to complain, but sometimes their reasons may seem …
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 …
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 …
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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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. …
Continue reading "How To Influence Your team To Provide Exceptional Customer Experiences"
To celebrate the launch of my brand-new blog, I’ve put together an exclusive list of customer experience (CX) quick tips. If you’re ready to improve customer experience in your company but are pressed for time, this blog is just for you! I’ve divided the blog into 5 sections and will list 20 tips under each …