Training isn’t the answer to culture change
Originally posted on The Customer Experience Company blog here.
The three biggest challenges that inhibit CX success
When Amazon announced last year that they were moving to a customer-first business, they believed that they were unlikely to see profit for 2-3 years. In actual fact, from June 1 2015 to June 1 2016, they saw their share price almost double.
Who owns the customer experience?
Can everyone own something so valuable?
"The only constant is change": the shifting roles of healthcare points of contact
People are changing the way they feel about having to visit and spend time at stores, public service offices, even clinics. You see that change in customer preferences, in customer satisfaction levels and even in the way people plan their day.
"The world doesn't just disappear when you close your eyes, does it?"
In the movie Memento, Leonard Shelby, can't remember anything that happened more than 15 minutes before. This condition leads him to take actions of grim consequences.
Customer Journey Intelligence
Customer Journey Intelligence is the term we like to use to describe the methods and tools available for analysing customer flow and customer experience. As NEXA’s solutions generate plenty of information pertaining to the customer journey (to the...
Appointment Booking Is Good. Here's a Recipe for Making It Great.
Many banks allow their customers to book appointments with staff, and see this as a simple way to improve service, reduce wait time, and make bankers' work more predictable. However, these banks are not always aware of how appointment scheduling can...