CUSTOMER EXPERIENCE AUDIT (CX AUDIT) #1: What is it and why is it important?

This is the first of two articles about the customer experience audit (CX audit). At first, I’ll focus on what a CX audit is, why it’s important and when you should consider conducting one. The second blog will give a step-by-step guide to conducting a customer experience audit. What is a Customer Experience Audit (CX […]

7 Actions for SMEs in Developing a Winning Customer Strategy

An effective and winning customer strategy will cut across the traditional, functional silos of most companies. It will form a central part of the marketing, sales, customer service and CRM functions, plus any others that come into direct contact with the most important people in any business, the customers. In developing a customer strategy, you’ll […]

An explosion in customer engagement through social media need not cause a headache

As customer engagement through social media becomes the norm in customer service, logistical issues of handling volumes of conversations can become a challenge. This is especially true if it builds quickly. The immediacy of social media and the customer service expectations of many markets create a demand for ‘instant response’ as the required standard of customer engagement. […]

7Cs of Customer Communication for Effective Customer Service, Customer Success and Inside Sales teams

The 7Cs of Customer Communication addresses the fact that communication in the workplace changes rapidly. It has done, it is doing, it’ll continue to do so. What’s more, we all need to adapt to these changes to remain effective. It’s all too easy get ‘lazy’ and treat your customers and colleagues like you do your […]

An Ideal Business Manager

As Divisional Business Manager at Ideal Health Consultants I had responsibility for business development and sales delivery of IT-enabled change consultancy services and contract staffing assignments. Our client base extended to all aspects of the NHS, from major acute sector Trusts, through community and mental health to primary care and CCGs. Clients included United Lincolnshire, […]