Five benefits that work wonders for employee retention: by Adam Maidment

Keeping hold of staff is a tricky business. With ample opportunities to network and connect with other businesses, employers run the risk of losing their best talent. To retain staff, it’s important to provide a great company culture that makes your employees want to work for you and offer benefits which make them feel appreciated. [...]

By |2016-07-29T10:05:36+01:00July 29th, 2016|People|2 Comments

“Oh when you smilin’, when you smilin’ The whole world smiles with you” – do happy customers = better customer experiences?

I make no secret of the fact that I am a fan of ‘old fashioned values’ in the delivery of great Customer Experiences. Championed by the most customer centric brands in the world, such as the Ritz Carlton, the importance yet simplicity of ‘pleases’ and ‘thank yous’ cannot be underestimated in the effect they can [...]

Communication & collaboration: essential ingredients for all great Customer Experiences

On Monday this week I had the absolute pleasure of spending a couple of hours talking about the subject I like best - you guessed it - Customer Experience. I have to admit that I do not need an excuse to talk about my passion, so when my good friend and respected Customer Experience Specialist, [...]

By |2016-03-01T20:40:55+00:00March 1st, 2016|Communication Channels, CX Professionals, People|1 Comment

Heart or head first? Which is more important in driving great Customer Experiences?

One of my Fathers most memorable quotes when I was a young boy was 'engage your brain before opening your mouth!' - I am unlikely to be the only adult who was given this type of advice in their youth! Talking from the heart; saying what I want to say; saying what I believe in; [...]

Going the Extra Mile — The Difference Between Just Doing a Job and Genuinely Engaging with the Customer

On occasion it feels as though certain phrases in the language of business are overused. Take ‘walking in the customers shoes’ for example. What about ‘moments of truth’? Another common one is ‘walking the talk’. Whilst the meaning behind the phrases is perfectly well intended, all too often the words and their meaning are dismissed [...]

People – Never Underestimate How Important They Are in the World of Customer Experience

Over the last few weeks, I am saddened to confirm that I have been on the receiving end of some shocking customer experiences. Only recently, I wrote a post describing my shambolic experiences in Zimbabwe and South Africa. Whilst many of the issues I faced were as a result of poorly designed and managed customer [...]

Thrivers, Survivors and Nose-Divers! How to help people BELIEVE in transforming your Customer Experience?

I get to experience many wonderful things plying my trade around the world. I often have to pinch myself as a reminder that the things I am seeing, touching, hearing, and smelling are real and that they are actually happening to me! Since I became an independent Customer Experience Practitioner in 2012, I have rigorously [...]

By |2015-05-15T06:27:54+01:00May 7th, 2015|CX Professionals, CX Strategy, People|2 Comments

The simplicity of a smile – it’s great for you and your customers!

Smiling - we all do it. Some of us do it more than others, but it is very likely that we will all smile at some point today. There are actually some very interesting facts about the facial expression we take for granted: Forcing yourself to smile can improve your mood Smiling boosts your immune [...]

By |2015-04-13T15:36:46+01:00September 1st, 2014|Customer Journeys, People, Travel|2 Comments

Money Makes the World Go Around…No It Doesn’t – People Do!

A few months ago I saw something on LinkedIn that disturbed me. The advertisement had been created by the internal recruiting team for a huge multinational manufacturing company and stated the following: “Never show off hobbies or oddities on a resume. Employers do not need or want to know what you do with your spare [...]

By |2015-04-13T13:18:12+01:00July 24th, 2014|CX Professionals, CX Strategy, People|2 Comments

‘The lost suitcase and a grumpy old man’ – a story about employee engagment

Customer centric organisations tend to have a number of things in common. They typically have management teams who collectively believe in the importance of doing things with customers interests firmly in mind. They usually design their customer journey(s) to meet and exceed customer expectation. They often recognise that getting things wrong may happen, but that correcting them is [...]

By |2015-04-13T13:23:26+01:00February 17th, 2014|Customer Journeys, People, Travel|3 Comments
Go to Top