by Anthony | 03 Feb, 2014 | Blog, Our Services, Workshops
Improve Service to Improve the Experience Enhancing the customer service experience, by implementing a Voice of The Customer (VoC) programme, has become critical for many companies as they are increasingly challenged by evolving competitors, new technologies and...
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 | 16 Dec, 2013 | Blog, Challenges
You know that agent-turnover is costly. It impacts your budget, your performance, your morale, HR and training – and it affects your customers. But for decades, people have maintained that high-turnover on the frontline is as inevitable as death and taxes. But...
by Anthony | 16 Dec, 2013 | Our Perspective
These are the principal framework-elements that impact the Customer Experience Ecosystem. Any one of these ten levers can alter the customer’s outcome.
by Anthony | 13 Dec, 2013 | Our Services
How many times have you sat through an improvement training session and thought to yourself, “Okay, so this looks all well and good in the classroom, but I bet if I get this trainer with any one of my improvement-teams then the project will look nothing like...
