John Aves

10 purposeful employee engagement ideas

The past year has made us all re-evaluate what’s important to us. People’s thoughts on how work brings a sense of purpose to their lives, and what they want to achieve, is part of that thought process as we all seek more solid ground.As an…

Post lockdown shopping at its best

We have all got so used to shopping online that some commentators have sounded the alarm and warned that the high street is dead and the future for bricks and mortar retailers is bleak.There is no doubt that online will continue to grow. It is…

23 customer experience statistics shaping the new reality

Your customer experience has changed and there’s no going back to how things were. You know the narrative for the past year because you’ve lived through it – we all have. The world’s gone digital. This much we know. But how is the rest of…

What the Boohoo story tells us about customer loyalty

Sustaining customer loyalty is notoriously difficult in the world of fast fashion, which is built on low prices and fast turnover. When you think that 2 in 5 consumers feel no loyalty to fashion retailers, and they will only stay loyal if they perceive...

7 traits, 3 examples, 1 rule: What does it take to be a successful...

A CX leader with their hands on the tiller in 2021 is not the same leader that they were at the start of last year. The pandemic has tested the mettle of executives charged with reacting in a meaningful way to the shifting sands of…

A tale of two banks: Why TSB stands out from the pack

The major UK banks are in denial. In my conversations with bank executives over the past few years I have suggested they should be more concerned and less complacent. Customer sentiment, greater consumer choice and regulators who are taking an increasi...

Why the tide has turned on the B2B sales experience

A branded sales experience – getting upstream in the B2B buying processB2B buyers tend to prefer to stay loyal to a few suppliers that they trust because they don’t want to have to start over with a new supplier that they don’t know. As we…

6 trends shaping CX redesign in 2021

The Coronanvirus crisis has been a clarion call to CX leaders like no other. As the crisis broke the five-year plan became the five-day plan. As the road ahead started to stretch out, leaders were able to recalibrate and respond with fleet-footed nimbl...

Delivering a superior CX over Black Friday is crucial – but it’s no silver...

Black Friday in England will be online due to the second lockdown. Consumers looking for a deal have two choices: buy online or use click and collect services to pick up purchases outside stores. With the doors to non-essential shops locked once more, ...

Digital retail experience: what matters most to your new customer cohort?

Bricks and mortar retailers, direct-to-consumer challengers and eCommerce brands are relearning who their customers are in the slipstream of the Coronavirus pandemic. The crisis accelerated the digital transformation of consumer behaviour and habits re...

Retail banking: is this the end of the branch experience?

Is this the end of the branch experience? Year in, year out this question proves to be the ultimate rhetorical question. This year is no different.Yes, Covid-19 is having a dramatic impact on the retail banking experience. Yes, many banks temporarily r...

Online employee training: 8 essential tips every customer experience professional ought to know

Face-to-face employee training came to an abrupt standstill when the Coronavirus crisis started. Fast forward seven months and in a socially distanced world most doors to the training room are still locked. Some CX leadership teams haven’t been in the ...

Planning for a post-pandemic future – why it’s time to push the CX reset...

We’ve almost run out of adjectives to describe the Coronavirus pandemic that has impacted every aspect of our daily lives as individuals, families, consumers and employees. And as the lockdown eases, we are all adapting to the new normal, a phrase that...

The financial benefits of having a loyal customer base

As first published in CEO Today, November 2019 edition. Why is Persimmon the lowest ranked major housebuilder in the Home Builders Federation annual customer satisfaction survey – and it’s nothing to do with customer service? According to a recent Time...

Change is coming and the insurance sector needs to embrace Customer Experience

Change is coming and the insurance sector needs to embrace Customer Experience Ripe for change? The insurance sector is ripe for change. In truth the circumstances driving sector wide disruption have been in place for some time but have not yet reached...

Ten top tips for building a customer-driven company in 2019

The world is changing fast. Customers are in control. They expect to shop when and how they like, 24/7. Rising customer expectations present a challenge for retailers and other suppliers who are having to extend their hours of business and the channels...

Step into the branch of the future

Changing customer behaviours, online and mobile migration, fintech and digital disruption, legacy systems, outdated, the death of the high street.  Phrases often used to explain why the bank branch will soon be consigned to the history books.&nbsp...

How to measure retail customer experience

[unable to retrieve full-text content]Most retailers understand that upstream factors such as customer loyalty, retention, advocacy, satisfaction and brand preference have a causal relationship on both financial performance and operational variables.  ...

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...

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