Category: Employee Experience

Apple’s Customer Experience Geniuses: Finding New Ways to Facilitate Empathy?

Apple is considering taking their empathy approach to customer experience to the next level with a patent on an application that would read your facial expression and heart rate before choosing which ad to show you. While certainly a little...

Employee Morale Does Create Customer Experiences

It’s often been said that customer contact employees are key to creating great customer experiences. There is a lot of validity to this statement as customers depend upon the person with whom they interact to provide a high level of...

What Are the Customer Behavior Consequences of Low (and High) Employee Trust in Their Employer?

A recent Wall Street Journal ‘At Work’ column led with this sentence: “U.S. employers have a trust problem.” According to a newly-released report on work and employee well-being research conducted by the American Psychological Association: Only about half of U.S. workers...

Behavioural elements within people management programmes

How your people behave towards your customers has a massive effect on reputation and loyalty. But how do you measure and manage something so emotive? I’ve had two positive experiences as a customer in the past week. Both made me smile...

Using the principles of NLP to ensure your customer experience strategy is understood

The delivery of your customer experience strategy could bear little resemblance to what was intended and its intent diluted, distorted and service delivery potentially dysfunctional. This scenario is an extreme version of what could happen but adopting the principles of...

Evolving the Consumer’s Experience to Match Expectations

According to Jerry Gregoire, the past CIO of Dell Computers, “the customer experience is the next competitive battleground.” Business are increasingly shifting their strategy to be more customer focused, emphasizing the importance of Customer Experience Management (CEM), the process in...

Success factors to help SMEs stand out from the crowd

Mazars, a leading specialist in audit, tax and advisory services, has identified a number of interesting insights into the specific actions that SMEs need to take to stand out from the crowd. The study, which covers the period from 2008 through...

Becoming an Assertive Leader – Managing Conflict

Managing and dealing with conflict in both the workplace and in our personal life is a key component to building and maintaining healthy relationships. We have all lost our power or position through the wrath or negative behaviour of...

Lebara making customers SMILE

Multi award-winning Lebara Customer Service have a lot to be proud of – employee engagement, industry high NPS and customers tweeting their love for the contact centre. Here they tell us some secrets to their success. The London based call centre...

Don't Compromise

Why is it that so many good businesses hire people who are unfriendly and have no interest in being of service to anyone, let alone a paying customer? Why would we put someone out there who we know is rude and...