Category Archives: CX Principles

Beyond Customer Journey Mapping

So you’ve got a great understanding of who your customer is.  You know their demographics, their lifestyles, their preferences and behaviours. You’ve mapped out the customer journey, so you’ve got a handle on your customers’ ‘moments of truth’.  You’ve worked … Continue reading




Posted in Blog, CX Principles | Tagged call centre, contact centre, core values, Culture, customer experience, Customer Journey Mapping, customer service training | Leave a comment

Is It Time You Had A Good Look At Your IVR?

  “Please press 1 for… Please press 2 for…”.  People have hated IVRs (Interactive Voice Response) ever since they were introduced.  Your IVR is the first thing that all of your customers experience when they call your business… all of … Continue reading




Posted in Blog, CX Principles | Tagged call centre, CRM, customer experience, customer journey, differentiation, IVR | Leave a comment

Is It Time Your Call Centre Ditched Their Standard Greeting?

  For as far back as I can remember, Call Centres have been using standard greetings to ensure that every call is answered in a uniform way.  As soon as they start, brand new employees are told what to say … Continue reading




Posted in Blog, CX Principles | Tagged call centre, Call Centre Culture, contact centre, Culture, customer engagement, customer experience | Leave a comment

Are you getting behind the ‘however’ in your customer feedback?

In an age where differentiation king, businesses are starting to recognise that tick boxes just don’t cut it if they want to bring their products and services closer to real customer needs. Now is the time to get right underneath … Continue reading




Posted in Blog, CX Principles | Tagged contact centre, CRM, cusotmer service, customer centric, customer experience, customer feedback, customer journey, customer satisfaction surveys, differentiation | Leave a comment

8 Compelling Reasons Why You Must Perfect Your Customer Experience Now!

Businesses in the US have caught on to the power of customer centricity, but the cautious Brits are lagging behind.  In this tough economy, those who continue to ignore this crucial fact will be left wondering what happened:   The … Continue reading




Posted in Blog, CX Principles | Tagged benefits of customer engagement, CRM, customer centric, customer experience, customer experience consultant, customer journey, Net Promoter Score, NPS | Leave a comment

Creating Loyalty by Connecting with Customers Emotional Needs

A loyal band of customers is what every business strives for.  They’re a huge boost to bottom line profits and they provide a backbone to a successful business. But does your business know how to actively create loyal customers?  Or … Continue reading




Posted in Blog, CX Principles | Tagged CRM, customer appeal, customer centric, customer experience, customer journey, customer loyalty, customer service, emotional drivers, Net Promoter Score, NPS, sales to service | 7 Comments