There’s a finding from CEB’s research, now part of Gartner, that I’ve never quite got over. Looking at what actually drives B2B customer loyalty, they found that 53% of it came down to the sales experience itself — more than brand, product and service delivery put together. It is…
Ask ten organisations whether they’re customer centric and ten will say yes. Ask them what it means and you’ll get ten different answers, most of which describe a value on a wall rather than anything a customer would notice. It’s the gap that customer experience training exists to close….
How much thought do you give to the five senses when designing a great customer experience? Do you consider sight, sound, smell, touch, and taste? Each sense offers countless opportunities to engage and delight customers. In a previous blog post, we shared ten top tips for creating outstanding customer…
The business world’s equivalent of nails on a chalkboard Most of us have endured meetings where someone suggests we “drill down” on a topic or “take a deep dive.” And then there’s “ping me an email” or “let’s unpack that.” These phrases, which may have begun as shortcuts for…
A recent trip to the hairdresser prompted me to reflect on customer experience, and the true value of our time. It raised some important questions: How should organisations respond when customers express dissatisfaction with a product or service? Is a refund or redo enough to make up for lost…
In a world driven by technology and automation, it’s easy to overlook the human element in customer-centric. But exceptional customer experience goes beyond mere transactions; it’s about creating meaningful connections with our customers. By understanding and embracing the essence of being human, we can elevate customer experience to new…
Where do your suppliers rank in your customer experience pecking order? Do they receive the same level of TLC as you shower upon those who purchase your products/services? Do you respond to their emails as promptly and politely as you would to an email sent to you by your…
What does it take to not just survive but truly thrive in a frontline customer service role? Working in customer service is no walk in the park. It involves managing increasingly high expectations and handling difficult customers daily. However, when you have the right mindset and skills, this role…
If you want to deliver brilliant customer experiences, start by understanding what really matters to your customers. Matt Watkinson’s bestselling book The Ten Principles Behind Great Customer Experiences is a great place to begin. At Understood, we believe in turning great ideas into real-world impact. These ten principles underpin…
If you want to change your life, start by changing your behaviour. If you want to transform your organisation’s culture, focus on changing your employees’ behaviour. So how do you create the right conditions for the right behaviours to take root—and stick? In last month’s blog, we explored why…
