Gavin James
Employee engagement – 3 essentials to build a passionate brand culture
Retention and loyalty aren’t just customer experience challenges – they’re key concerns about employees as well. Like with customers, it’s more expensive to attract new talent than it is to keep existing employees engaged. And it’s not enough just to get people to stay....
Top reasons why people ignore your customer communications
Your writing team slaves over your customer communications. It’s too bad nobody’s reading them. Sounds harsh, but it may be more true than you think. Despite hours, days, weeks of carefully crafting content, if your language and tone don’t resonate with your customers, all...
Culture Transformation: 4 Ways to Empower Employees to Deliver Delight
Are you trying to inspire a customer-centric shift with internal teams, and find yourself tapping the mike saying, “Is this thing on?” It’s not enough to just announce to employees, “hey we have a new value proposition” or tell them to download your brand standards...
Transforming Negative Customer Experience into Loyalty Moments
When customers have a bad experience, they’re often more connected to how they FEEL about it, than the issue itself. And in the age of social media, it’s a good bet they’ll vent those feelings publicly and create a ripple effect you want to...
Content Marketing = Content + Strategy
Content marketing is more than a buzz phrase. It’s a powerful way for businesses to connect with key audiences by discussing topics that have meaningful impact. Letting your expertise shine through content like blogs, case studies, and whitepapers can be an effective tactic, especially...
Growing a customer-centric culture – 5 top strategies to build employee buy-in
To deliver the exceptional customer experiences that foster brand loyalty and increase profitability, businesses need to embrace a customer-centric culture across the enterprise. Research often shows that customers are willing to pay more for great experiences, and satisfied customers are more likely to maintain...
Posting your way to customer loyalty: 3 Top tips for social media
Social media can make or break your customer relationships. It’s not just a marketing channel; it’s a critical touchpoint on the customer journey. Those digital interactions fuel brand impressions and buying decisions, and influence how people talk about your brand to others. In other worlds,...
Consistency: The secret ingredient for creating customer loyalty
As a CX consultant, I spend my workdays helping companies understand, improve, and even reinvent their customer experiences. As a result, I’ve become a much more discerning customer in my off time. I really pay attention to how I’m treated, what the communications feel...
It’s Never About You: Increasing Emotional Appeal in your Customer Experience
There’s a strange paradox that occurs in the business world: at some point, people forget what it’s like to BE a customer. We’ve all done it – gotten so wrapped up in the daily grind of meetings, budgets, and deliverables that we grow detached from...
5 signs you don’t have a customer-centric culture (and what to do about it)
Everyone’s talking about customer experience, yet a surprising number of companies are a long way from operating like a well-oiled customer-centric machine. Even if your business has good intentions, some common themes may be rippling through your organization that are holding you back. Five signs...
Humanity 101: 5 Essentials for Getting Customer Experience Right
Delivering exceptional customer experience isn’t about having the best products or services. It’s about making sure your customers have the experience they like to feel, while getting what they need. Too often, marketing and customer service are more about statistics — Net Promoter Scores,...