by Anthony | 22 Feb, 2014 | Blog, How
As most executives will appreciate, the definition of success, for a commercial enterprise, is typically based upon an increase in revenue and/or profit. What is less well-appreciated, however, is that the cost-cutting, downsizing and various other rationalisation...
by Anthony | 08 Jan, 2014 | Blog, How
If you can answer ‘yes’ to any of the following questions then it’s likely that Customer Journey Mapping could be of help: Do your team have gaps in their understanding of each customer-segments’ needs and expectations? Do you have gaps in your understanding of the...
by Anthony | 29 Jun, 2013 | Blog, How
The first step to improving your customers’ experiences is to view their journeys from their perspective. Customer Journey Mapping (CJM) is a highly-effective, practical method that creates a rich, tangible, customer-experience visualisation. It allows you to examine...
by Anthony | 16 Apr, 2013 | Blog, How
What is the CustomerExperienced Programme? The CustomerExperienced Programme is a project-based, improvement programme for team-leaders and team-members who wish to effectively initiate, progress and complete service-improvement projects It delivers an improvement...
by Anthony | 21 Feb, 2013 | Blog, How
Do you want to improve operational performance across your organisation? Then make sure that the whole organisation – Strategy, Marketing, Sales, Service, HR, etc. – is aligned behind the Customers’ needs. Alignment is the key to business performance...
by Anthony | 04 Feb, 2013 | Blog, How
The purpose of this framework is to give you an actionable approach – to Service Experience Improvement – that delivers tangible, measurable improvements to customer retention, loyalty and profitability. It takes you, in a closed-loop, through the phases...
