John Aves

Best practice advice from the customer experience training room

Most businesses have a customer experience vision.  Many are developing a strategy and programme. But, few invest in tailored employee training to unite their people around these.  For lots of organisations, shrinking budgets, time constraint...

How to make customer experience the cornerstone of a merger

[unable to retrieve full-text content]Virgin Money has agreed a £1.7bn takeover by CYBG, which owns Yorkshire Bank and Clydesdale Bank.  The merger will create the UK’s 6th largest bank with around 6 million personal and business customers.  The new en...

The future of experience retail in 15 statistics

The future of experience retail in 15 statistics As retailers increasingly compete on customer experience perhaps the biggest challenge is working out how, why and where CX adds the most value.  Both for customers and as a business.  Keeping ...

How too much empathy can reduce customer satisfaction

An apology and empathy that stretches beyond the first few seconds of an interaction with an angry or upset customer can reduce customer satisfaction.  That’s the finding of new research led by Jagdip Singh of Case Western Reserve University. &nbs...

Step into the store of the future

The retailers crafting the store of the future are like the best science fiction writers.  They are reimagining their physical worlds and creating new concepts and solutions rooted in real-life experience – it’s futuristic but never fantasy. ...

How to inspire customer advocacy in the experience economy

In the experience economy, inspiring authentic customer advocacy and improving loyalty is a top priority and long term trend as organisations strive to keep a competitive edge.  When businesses get this right, the reward is high-value customer gro...

Four takeaways from The Institute of Customer Service Annual Conference

It was a real pleasure to attend The Institute of Customer Service Annual Conference last week.  Thanks to the ICS for hosting such a vibrant, stimulating event. The theme of the Conference – Customer Service 2018: Game changing strategies in an u...

15 vital customer experience statistics for 2018

15 vital customer experience statistics for 2018 Research by Walker predicted that by 2020 customer experience will overtake price and product as the main differentiator. We’re just a couple of years away and most brands have already arrived in the fut...

Customers are up in arms – will the Ryanair brand suffer long term damage?

The mass of cancellations by Ryanair that has seen customers’ plans turned upside down has led to widespread condemnation of the low-cost airline. Andrew...

Top CX tips for delivering a ‘Branded Customer Experience’.

Over the last 10 years we have had the pleasure of working with many global organisations, across many sectors; retail, financial services, telecoms, technology,...

How useful is customer satisfaction as a measure? Aldi tops M&S and Waitrose.

How useful is customer satisfaction as a measure? Aldi tops M&S and Waitrose. Research by the UK’s Institute of Customer Service involving 10,000 consumers has...

How to get employees to emotionally connect with customers through behavioural training

Companies like IKEA, Disney and Apple understand how to get employees to emotionally connect with customers through behavioural training. They understand that emotional connection...

‘Stage’ experiences to make your brand stand out from the crowd

 A new breed of company has emerged that is ‘staging’ experiences to engage customers and make their brand stand out from the crowd. Almost 20...

To Fly to Serve?

Despite the complexity facing an international airline like British Airways, its challenge is essentially a very simple one. Remain clear and single minded about...

Why executives should be interested in behavioural science

In my last post I looked at the way in which Ikea, whether they knew it or not, had drawn heavily on behavioural science...

Protected: Ikea: Behavioural science keeps us coming back

In a recent blog I looked at Ikea and the way in which they had moved beyond products and services to experience. Here I...

Do loyalty schemes drive loyalty?

Loyalty schemes represent a multi-million-pound industry. Many businesses have got a finger within the loyalty ‘pie’. Tesco have the Club Card, Boots have the...

If customer satisfaction is not enough, how do we create fans?

Let’s look first at why customer satisfaction is not enough. Or certainly no longer enough. Satisfaction used to be the standard. People used to be...

IKEA – From products to experiences

Our the last 25 years we have seen a proliferation of added value services provided by product companies as they sought to differentiate their...

What about when customers do not know what they want?

In the previous blog, we discussed how Customer Research, including VoC (Voice of the Customer) can be utilised to understand customers’ opinions and expectations...

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