Why should you not always follow the CX leaders?

The world is a wash with best practice, especially in the customer experience industry, whenever the subject of best practice comes up you will hear the line "Let's understand what the leaders are doing!"

4 Simple things sometimes missed in modern Customer Experience

The Customer Experience industry is gaining it's maturity. As it does, complexity creaps in and we can lose the simplicity of the things that matter in CX.

Basic human personality traits are key across all media types

It always has, and it always will, be about basic person to person behavioural traits, even if the traits are displayed through digital media.

Being friendly, having the right knowledge, acting professionally and working efficiently will see you will being well on your way to having your customers enjoy doing business with you.

How to create a FREE Voice of Customer system

If you have a small business, you could be forgiven for thinking that creating a voice of customer system might be out of your reach and above the limitation of your wallet. But you can do it for free!.  The fact is, even small amounts of data, collected free, can give you some very valuable insights that your can form into actions and improve experiences for your customers so its well worth seeing feedback from your customers.

5 Facts about Customer Experience management

For many people, Customer Experience comes with the idea that it is easy to get it right, that might be because the person believing that has their expectations bar set too low.

In reality, customers expectations are now higher than ever and with every new, great experience, they raise higher again.

Here's 5 facts you should consider when managing or thinking about your customer experience.

The Experiential High Street

What is your Experiential Relevance?

With the demise of the traditional high Street now well documented, there hasn't so far been anything that has been hailed as something that will save it or return it to its former glory.

Simple, free sentiment analysis

Sentiment analysis is so over the place now a days, often built into the background of systems to give companies a street on how you feel about them. It's a cleaver piece of technology can also come with a high cost.

Choosing the right Voice of Customer supplier

Customer Experience management is now well embedded in most industries and there are of course direct correlations between customer satisfaction and increased business and colleague engagement.

Listening is the key to the core of customer experience management and vitally important to have the right mechanisms in place to listen effectively. 

Should your next strategy be an old one?

If you stand back from reading about individual subjects or individual industries then your will spot a growing trend that is shaping the future.
Not emerging, but fully upon us is an inherent want to revive previous products and previous ways of doing things, sometimes in a new and updated way but sometimes in their original form.
Let's look at some examples and their drivers.

How to brand your team, simply

Is re-branding your team something you actually need to think about? If you are serious about raising your profile in a corporate environment, I would definitely consider it.

We have all heard of personal branding and really getting this right can take a lot of work. It’s the same for team branding but not many managers put targeted effort into it.

White Paper: Journey Mapping to improve Customer Experience

My White Paper, "Journey mapping to Improve Customer Experience" is now available to download free. If you are looking for a free resource to get you started in CJM then this is the place to start.

Visit my resources page on my main site to download it.

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About the Author

James Scutt is a Customer Experience expert and business transformation leader with experience in Retail, Sales & Business Development, Operations, Innovation, Digital Introduction & Adoption, Culture Transformation and Programme Management.  

To find out more please visit JamesScutt.com

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Treating colleagues as customers

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