Posts tagged customer experience strategy
“Pioneering Amazing Experiences” – Customer Experience lessons from first direct’s head, Joe Gordon

first direct have recognised that what set them apart for many years – their superior customer service, is not enough to stay ahead. first direct are constantly seeking to improve the basics and at the same time invest in innovation centred on the customer. Customer work, at first direct, is never done.

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Trust is the word – building the trust of both customers and your people

Trust is earned, each day and cumulatively, through actions and the way that an organisation engages with both employees and customers. Aligning the needs and dreams of your customer with the culture and capability of your employees is key because trust develops in a multi-channel context – via whichever touch point the employee or customer interacts with. If a customer is expecting something which an employee is unable to deliver, for whatever reason, trust is lost on every level.

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