Category: Uncategorized

6 Steps to Success with Employee Engagement Surveys, Part 2

by Richard Lambert, Morale Solutions Ltd for Customer Experience Magazine In the first part of Richard’s article published yesterday, we shared the first three elements of his model for making a successful employee engagement survey. In today’s article, we share the...

6 Steps to Success with Employee Engagement Surveys, Part 1

by Richard Lambert, Morale Solutions Ltd for Customer Experience Magazine Employee engagement continues to be impossible to pin down. There is no single definition yet, but it doesn’t matter. We all know what we as individuals think it is. We embrace...

Gulf Region Series: Episode 2 – Experience Transformation Road-map: Where to Start?

In the first article within our Gulf Region Series, Mr. Elbadawy started covering topics related to experience transformation within the context of the GCC area with its challenges and complications. Here’s the second article of the series, with more useful...

And what if a Customer Told You that Your Product is Fake?

Customers at Risk – the Creeping and Insidious Impact of Counterfeit Products Counterfeit goods, piracy, knock-off. Whatever term we want to use, Intellectual Property violations are growing and with every fake, unregulated product that reaches the market, the risk of harm...

The Funny Side of Customer Service: Handling Complaints in Good Humour

Research tells us that customers expect a response to their query in as much as about 60 minutes. And yet, most companies fail to appreciate how much customer satisfaction can really count. What should you do when you have a...

Slaying 7-Headed Monsters: Proactive Communications

By now we all know that bad news travels fast, especially when it comes to tracking negative business incidents. So, it’s fair to ask why it takes so long to deal with them when they occur? In today’s fast-paced, always connected...

The Three Truths of Company Reputation

Like it or not, we’re all service businesses and reputation is everything. There are three truths about a company’s reputation which mean you’re only as good as your last customer’s experience. Every business, no matter what, has customers who have needs...

New Tax Year Will See Record Numbers Filing Tax Returns

The new tax year, starting on 6 April, will see record numbers of self-employed workers, according to new data published by Co-operatives UK, a body that supports freelancers coming together for shared services. The body’s report, Not Alone, tracks current levels...

Diary of a CX Manager: A Fool’s Approach to VoC

It’s the start of a new financial year so many businesses will be using new budgets to kick off fresh programmes and initiatives. Here, we join a brand new CX Manager tasked with launching a Voice of the Customer programme…any...

Customer Complaints: A Silver Lining?

Simon Hunt, Director of Customer Experience, Firstsource Customer complaints are an unavoidable part of business. No customer is 100% happy 100% of the time and they are often not afraid to let product and service providers know when things go wrong.   Whilst complaints say a lot about a business, how they...