“A human being is a social animal. So, if you create some short moment of happiness for people, you get deep satisfaction.” – Dalai Lama Unless you are extremely unusual and have no contact with anyone, you will need to be able to build and maintain strong relationships, both in your personal and work […]
Psychology of Employee Relationships Read More »
You’re the CEO. Can you run your business alone? Can you serve your clients as well as Mary in the customer service team that has been working with your company for the past three years? Can you deal with customer complaints and always turn them into a positive experience as Jason in your complaints
Employee Experience (EX) – The Ultimate Guide Read More »
When you think of CX you think of the experience a person is having when buying a car, clothes or a new home. However, what if this person is buying a toy? Moreover what if this person is 5 and not 50? Today’s blog will shed a light on an area of Customer Experience
A Customer Promise is the experience a company’s customers can expect to consistently receive when they interact with that company. Customer Promise is much more than just the physical product they are receiving. It includes the way the transaction will work, the amount of time it will take to deliver the product, how the product
To achieve CX Excellence in any company you need to get CEO buy in. The CEO’s core responsibilities are immediately addressed by CX Excellence from helping to differentiate the company against competitors, to creating improved shareholder value. Once the CEO sees the clear metrics they will support CX Investment and get behind the initiative 100%.
How to get ‘CEO buy-in’? Read More »
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
It is a common school of thought that while carrying out competitive benchmarking, you should compare your company to your direct competitors. The tricky part is that while you can choose to compare yourself to your direct competitors, your customers are comparing you to the last experience they had with any company, even if it
Your Company Is Compared to Everyone Read More »
We’re delighted to announce the addition of AI into our Professional Diploma in CX.
