3 tips for monitoring client relationships
Lockdown and remote working has led firms to adopt a digital-first approach to monitoring client relationships When clients and employees started working remotely, the initial focus was on tech for managing communications - Zoom, Teams, Slack etc. Now the focus is shifting. The question that forward-looking firms are asking [...]
Customer Insider: empathy-led decision-making
Is your organisation using empathy-led decision-making at the moment? Hi, in this newsletter we're looking at empathy, and how it needs to be guiding your priorities and decision-making. Empathy means thinking holistically about all the people linked to your brand - both employees, customers and prospects. With revenues falling [...]
Customer and employee experience – what next?
How are the decisions you're making today, impacting on customer and employee experience? Every business is facing tough decisions right now. Decisions that will impact their value proposition for years to come. Changes to priorities, product lines and even target customers are impacting on customer and employee experience. Businesses [...]
Customer Insider: 24 Mar – virtual customer experience
Welcome to the Customer Insider Well it's been quite a couple of weeks. Covid-19 is reshaping how we all work, gather and exercise. It's a moving picture too, as new measures and support are added each day. But while physical doors are closing, virtual ones are being flung open. [...]
How fast is your decision-making right now?!
The speed of decision-making has accelerated Covid-19 is reshaping how people work, gather and exercise. As a result, your decision-making processes have probably been stretched to the limit. Organisations like yours are having to make new strategic and operational decisions quickly. There's no time to commission new research. Fast [...]
Your employees perspective on customer experience
How do you capture your employees perspective on your customers’ experiences? How do you capture what your employees see and hear? This could be examples of what delights or frustrates customers. It can also be their ideas about how your organisation can help them deliver better experiences. As companies [...]