What HR could learn from Customer Experience – a people insight and analytics approach

What HR could learn from Customer Experience – a people insight and analytics approach

Harnessing valuable people data and taking intelligent action should be part and parcel of great people management. Delivering a great employee experience is inextricably linked to delivering a great customer experience. By capturing and analysing people data in the same way that technologies are allowing us to do with customer data and acting on the emerging 'pain points', will lead to a rise in employee engagement.

Recent reports confirm the UK is slipping into customer experience mediocrity

Recent reports confirm the UK is slipping into customer experience mediocrity

A short-termist approach of ‘fixing’ what may not be working, but isn’t necessarily of value to the customer, of ignoring the customer’s emotional experience and of keeping responsibility for the customer confined to a small number of people within the organisation means we may not see the current disappointing situation change for some time. 

There is a real and present risk to this movement towards greater customer centricity and ultimately better experiences for our customers. 

Big Brands are Getting Physical

Big Brands are Getting Physical

Every day we hear more about how technology is changing the world for customers and employees alike. We live in a rapidly developing world where virtual meets reality. Even brands are investing heavily in IT not only to be able to more deliver efficiently their customer experience but also to interact with customers on a more personal (data led) level. The art is to blend digital and real-world together and present one consistent face of the brand.

Black Friday – one-off retail frenzy or memorable customer experience?

Black Friday – one-off retail frenzy or memorable customer experience?

Building brand value, customer life time value and winning sustainable loyalty need to be uppermost in retailers’ minds. Black Friday customer interactions need to maintain a brand’s story in an authentic way whilst engaging in the customer experience. Think of it as an opportunity to showcase and engage with customers – where the customer’s experience is positive, painless, seamless, and relevant to them. 

Taking control of Uber’s customer story

Taking control of Uber’s customer story

Avoidance of contact (particularly in times of disruption or issue) gets companies nowhere, nor does shying away from problems – I can think of quite a few train and plane operators here.

Customers appreciate honesty and transparency. They value companies who inform, guide and alleviate their own concerns. Make for Happy Customers by telling the story before the story becomes you.

From CX Initiative to CX Transformation – how one company embraced customer centricity

From CX Initiative to CX Transformation – how one company embraced customer centricity

Sometimes, change and customer experience optimisation is about baby steps. Sometimes, small steps can result in bigger leaps, or compounded marginal gains. For some organisations, this is a more realistic and successful approach than the implementation of a big CX transformation programme with a well-constructed business case, where the results may be similar in the end. 

“Pioneering Amazing Experiences” – Customer Experience lessons from first direct’s head, Joe Gordon

“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.

To really improve your customer experience, fix what matters

To really improve your customer experience, fix what matters

Taking a value based approach to CX and designing customer research that can identify the value within each journey, will help provide the business with a graded shortlist of things to focus on, fix and improve. It can also use it as a framework by which to judge existing initiatives around the business that impact on the customer experience.

In this day and age, is it unreasonable to expect companies to have an appropriate response for age old customer experience problems?

In this day and age, is it unreasonable to expect companies to have an appropriate response for age old customer experience problems?

The airline industry is a highly competitive one. Technology, hand in hand with a human touch, will deliver better experiences for customers.  The challenge is in the alignment of the culture, processes, systems and capability of the organisation, with the needs of customers in a way that employees are empowered and engaged to deliver. That goes for at any point in their customer experience, but is even more of a priority in times or disruption.