Posted by Molly Shanahan
Getting everyone in your company to believe Customer Experience is part of their job isn't always easy. While some people understand what you want to achieve for customers straight away, others will...
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March 29, 2017
Topics:
Customer Experience
Posted by Molly Shanahan
Business buzzwords come and go and in the sea of jargon the concept of ‘culture’ may be easily dismissed. By its very nature it is difficult to define, a strong business culture may take years to...
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November 21, 2016
Topics:
Employee Engagement,
Culture
Posted by Molly Shanahan
Fish and chips, Mickey and Minnie, Ant and Dec, some things just belong together and this is how we need to start thinking about customer and employee engagement.
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November 17, 2016
Topics:
Customer Engagement,
Frontline Engagement
Posted by Molly Shanahan
You may have heard that Barack Obama wears only grey or blue suits or that Mark Zuckerberg wears the same clothes every day. Why is this important? Well, both men believe it makes them more...
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November 14, 2016
Topics:
Customer Feedback,
Customer Survey
Posted by Molly Shanahan
A report by American Express suggested that 3 in 5 Americans would try a new brand or company if they believed they would provide a better service experience. This makes it clear that brands need to...
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November 10, 2016
Topics:
Customer Engagement,
Emotional Engagement
Posted by Molly Shanahan
If you’ve ever received an email asking for feedback on a call that you made 3 months ago, you know how frustrating it is. Even if you thought that the call was amazing at the time, how are you...
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August 12, 2016
Topics:
Customer Feedback,
Real-Time Feedback
