When you start a business, you tell everyone about it. Back in the day it happened at the post office and through word of mouth. Then we had flyers and posters, adverts on the TV and multitude of other places you could show your ad, with fingers crossed hoping that your message will be convincing […]
The result of providing CX Excellence at every step of the customer journey. What is Customer Loyalty? Customer Loyalty is the state when a customer consciously chooses a product or a service from the same brand, repeatedly. It goes further. A customer is loyal when they have a strong feeling of support or allegiance
Below is an excerpt taken from Module 4 of the Professional Certificate in Customer Experience. This module includes all the below and a huge amount of detailed information on how your business can create and utilise your customer journey. What is a Customer Journey? A Customer Journey is defined as every interaction across every touch-point
Steps to Successful Customer Journey Mapping Read More »
Everyone Benefits from investment in CX [one_half]Companies that deliver CX excellence receive immediate and impactful benefits that filter throughout the whole business. Each of these benefits ultimately deliver greater commercial ROI and shareholder value. These benefits can be realised by each business department or C-suite decision maker. Below, we outline which benefits are
Who benefits from CX investment? Read More »
Delivering Customer Experience Excellence offers companies many benefits which in turn create greater shareholder value. By consistently focusing on ‘The CX Framework’, companies will create an emotional connection with customers, creating behaviours and relationships that deliver growth. But what economic impact will ‘The CX Framework’ have on your company? The following diagram illustrates the economics
The Economics of ‘The CX Framework’ Read More »
As 2019 gets underway we can reflect on a 2018 that brought some fascinating changes in the landscape of CX worldwide. Instead of seeing improvements around the globe, we have actually seen a dip in performance. It is clear that the majority of companies are still struggling to deliver CX Excellence. Failing to meet the
Seven key CX trends for 2019 Read More »
We’re delighted to announce the addition of AI into our Professional Diploma in CX.
