Author: CXM Editorial

Is the traditional 9-5 on the brink of the extinction?

According to research by call handling service alldayPA, more customer service calls are being made on the weekend. Greater customer expectations are pushing companies to work longer hours to suit their needs, so is this a clear sign that the...

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...

Are brands behaving badly?

Consumers want more regulation, legislation and governance on social media to tackle the unethical behaviour of brands online, according to a major study commissioned by The Chartered Institute of Marketing (CIM).  Despite acknowledging the value of social media to businesses, more...

Leaders come together to discuss creativity, motivation and culture in business

A series of events featuring inspiring leaders will be launching in London on the 2nd July. The movement aims to place organisational culture at the top of the agenda with events, articles and interviews. “Employee culture is the glue that holds...

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...

Customer service departments in financial services sector struggle to connect the dots

Siloed approach to customer service leaves one in four queries unanswered first time With the next big digital innovation permanently just around the corner, today’s consumers expect customer service teams to be available – across multiple platforms – 24 hours a...

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...