by Anthony | 10 Dec, 2013 | Our Perspective
It is quite common, in today’s resource-stretched, hyper-competitive business, to encounter the mantra of a customer-focused service-model. Throw-aways, like “walk in the customer’s shoes” or “the customer is king”, are ten-a-penny...
by Anthony | 04 Dec, 2013 | Blog, Our Perspective
Forrester Research, in their report “Why Customer Experience? Why Now? (Published: October 4, 2011; Updated: May 10, 2013), refer to customer experience as “The Strategic Imperative Your Company Can’t Afford To Ignore”. In their Executive...
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 | 18 Mar, 2013 | Blog, Why
As we claw our way out of the downturn, and if you are of the same view as the majority of other senior execs around the world, then you will empathise with this recent finding by Gartner: “the focus for 71%of business leaders is a return to revenue growth” One...
by Anthony | 04 Mar, 2013 | Blog, Our Services
“The ability to understand and recognise Service Excellence is paramount because it enables practitioners to make judgements and identify where improvement is needed in order to achieve successful customer outcomes. These outcomes create value for the customer, as...
