CX Essentials: Doing Continuous Improvement Feedback The Right Way

Posted by Sam Roberts

Most brands and businesses are aware of the benefits behind capturing feedback throughout the customer journey. Rather than waiting until the end of an experience to send a survey to the customer...
Read More October 17, 2018

Topics: Customer Feedback

One Person Tells Two Friends: Why it Pays to Harness the Power of Stories

Posted by Rant & Rave

From the moment we’re born, people tell us stories. Fairytales, fables, tales of derring-do… storytelling can be a magical thing (and a pretty smart way of getting kids off to sleep).
Read More October 8, 2018

Topics: Customer Engagement Raveolution

Say, You Want a Raveolution?

Posted by Rant & Rave

A hero, a quest, a spectacular finale that gets the audience cheering on their feet… we all know the power of a good story. In the world of CX, stories are everywhere – whether that’s the customer’s...
Read More October 1, 2018

Topics: Customer Engagement Raveolution

Why Brands Must Capture Feedback from the Silent Traveller to Improve CX

Posted by Rant & Rave

The customer experience of booking a trip has changed big-time over the last decade. Long gone are the days of traipsing into a travel agent to book a flight. Nowadays, there aren’t just websites to...
Read More September 11, 2018

Topics: Customer Feedback

Manage Customer Expectations The Right Way

Posted by Jason Sharpe

Here’s a little story about customer expectations.  I recently moved to an old house in a rural area. As you can imagine, my broadband options were pretty limited. Like most people (72%, according to...
Read More August 23, 2018

Topics: Emotional Engagement

Empowering your Frontline Heroes: Why Great CX Starts with Employee Engagement

Posted by Rant & Rave

Us humans like to think we’re a logical bunch. But when you dig deep into what really drives us, it becomes apparent there’s only one major factor in our decision-making process – and that’s emotion....
Read More August 10, 2018

Topics: Emotional Engagement, Employee Engagement

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