Growing Your Business And Profits Quickly

real life examples of how businesses have seen great growth, and how you can do the same

Make it personal

I believe there are 7 key mistakes (or sins!) a business can make. Any one will mean that they don’t deliver a great experience for their customers. The 5th is – TREAT ALL CUSTOMERS THE SAME. As a company grows, the senior management get further away from the customer. To be efficient, the company needs […]

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Lessons from award winning companies

The finalists and winners of the UK Customer Experience Awards  deliver customer experience excellence. Many of them have a dedicated customer experience management resource  in their business. Most of those have board level sponsorship. The importance of customer experience excellence is part of the company mission and culture. Every function buys into that culture. All […]

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It’s how you make them feel.

“People will forget what you said, people will forget what you did, but people will never forget how you made them feel.” ― Maya Angelou Experiences that are important to the customer create loyalty. Such experiences trigger positive emotions in the customer and increase loyalty. Successful companies have customer experience management strategies. They create moments or […]

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It’s all about having the right perspective

I came across this puzzle recently. On average, adults take 10 minutes to solve it – but primary school children take less than 30 seconds. That’s because it’s simple – but, as adults, we tend to over complicate things. We spend a lot of time trying to work out the relationship between the numbers to get to […]

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Innovating with your staff and customers

Working with your customers to generate new ideas contributes to a better customer experience.  It increases the value for the customer  because they feel valued and respected.  And it has real, measurable business benefits. Studies show that innovating with customers creates products and services with real value.  That can increase positive attitudes toward the product, new and repeat sales, […]

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How do the best companies in the UK do it?

We looked at recent research into over 600,000 customer comments across 550 brands. It showed that companies who provide the best customer experience have 6 key characteristics: Personalisation – Tailoring the experience  to the needs of the individual and their circumstances. Lush customers like the diagnostic conversations they have with staff before a recommendation. Amazon customers love how the recommendation engine finds items […]

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Examples of employee engagement

Employee engagement is key for great customer experiences. Encouraging a “Can do” attitude rather than ‘there’s nothing I can do’ engages employees. It helps them to understand how they can contribute to the customer experience. To exceed customer expectations, motivate staff to search for customer needs. Empower them to “go the extra mile”. Concentrate on customer facing […]

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Delivering great customer experience – top tips

Don’t think “what’s the cheapest way to do it” or “what’s the fastest way to do it”. Think “what’s the most amazing way to do it”. Imagine the impact on customer satisfaction, sales and profit! The key is to set realistic customer expectations. Then not to just meet them, but to exceed them — in unexpected […]

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Defining customer experience

Here are 3 definitions of customer experience we’ve borrowed from 3 large UK companies: “The impact of all contributing factors in a customers’ interaction with the organisation. It is the way he/she feels about that interaction.” “A systematic measuring and understanding of the rational and emotional drivers that customers care about most. Then using those insights […]

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Customer experience – indirect benefits

Improving customer experience has lots of direct benefits such as increased sales and profits. There are also significant indirect benefits which can be harder to measure: Increased staff productivity A recent Temkin study showed the impact of customer experience on staff engagement. Companies with good customer experience had great staff engagement. They were 2.5 times more engaged than those in companies with poor […]

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