John Aves
John Aves
John is passionate about customer experience as a strategy to drive customer loyalty, employee pride and profitable growth. He believes that every successful customer strategy needs to focus first on the people within the organisation. John's experience has enabled him to combine senior line management roles with that of a board level consultant, facilitator and advisor.
7 traits, 3 examples, 1 rule: What does it take to be a successful CX leader?
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.…
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…
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…
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.…
Delivering a superior CX over Black Friday is crucial – but it’s no silver bullet for growth
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…
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…
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…
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…
Planning for a post-pandemic future – why it’s time to push the CX reset button
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…
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…
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…
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…
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…
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…
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…
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…
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…
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…
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…
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…