Here’s what makes or breaks satisfaction for the modern-day customer

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 …

Spotlight Interview With Geoff Greenwood Performance Specialist: The Pursuit of Excellence

Performance Specialist  The Experience Blog is committed to bringing you quality interviews from a range of industries covering off different aspects of customer experience. For this post, I interviewed Geoff Greenwood FCCA MBA Msc who is a performance specialist with a long career working at Neuro-Performance. During this spotlight interview we cover off: How Neuro-Performance …

What Is Customer Experience Management?

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 …

How To Create Inclusive Team Meetings For Traditional And Hybrid Work Environments

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 …

How To Influence Your team To Provide Exceptional Customer Experiences

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.  …

101 Ways To Improve Customer Experience: Quick Tips For Busy Entrepreneurs, Team Leaders And Senior Executives

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 …

A Practical Guide On How To Show Empathy To Your Customers

Your Customers More than ever before, customers are looking for companies that will show them empathy and understanding. People are craving compassionate solutions from their product or service providers. Let’s face it, it’s been a rough time recently with a global pandemic, political unrest and let's not forget homeschooling!  So, what does it actually mean …