Posts tagged employee experience
“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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How to use NPS to improve customer experience

We all know about the carrot and stick syndrome. It's human nature to do what gets measured. If you want to get the desired results from a customer experience point view, take the target of NPS away and embed a more holistic approach to customer satisfaction insight instead. After all any NPS scores are only ever directional, pointing out the areas that, from a customer perspective, require attention.

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What’s getting in the way of making your customer experience more consistent?

Customers want a joined up experience with a brand irrespective of the touch point or channel - but it's not happening. Why not?

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