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, [...]
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 [...]
The big picture - Don't have a few minutes to read the whole article? Here's the big picture... When you look at how feedback processes work in successful organisations, you see a blend of [...]
We recently asked our network on LinkedIn about why they listen to their customers.Today we're featuring some responses from some great people working in and around the Sport & Leisure industry. Why listen [...]
The big picture - Don't have a few minutes to read the whole article? Here's the big picture... All organisations are getting judged on customer experience. But research results suggest that most are failing [...]
Churn. It's a problem that impacts the top and bottom line of every organisation. When customers leave, the organisation misses out on future revenues. They also incur the extra costs of trying to bribe/keep/replace [...]
Consistency. It’s what makes the greats stand out from the crowd. Players can have a great day or even a great tournament. But it’s much harder to sustain performance levels over a season or [...]
January is a busy month for gyms and leisure centres. Demand spikes as people set health-related resolutions and gyms respond with cut-priced deals. But how well do you know your new customers? Do you [...]
Today is Customer Experience Day, or #CXDay for short. Around the world many people are celebrating the organisations that make great customer experiences happen. Others are wondering what all the fuss is about; and [...]
On the eve of the ActiveUprising Conference, KA Leisure announces that it will be rolling out the MyCustomerLens platform across seven of its North Ayrshire venues. KA Leisure becomes the first Leisure Trust in [...]
