John Aves

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...

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 Haines, head of the Civil Aviation Authority is furious, the Belgian government is threatening legal action, Michael O’Leary has been...

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