Should digital exclusion change your digital transformation plans? Social Housing organisations considering a move towards digital self-service may worry about digital exclusion. Few valid email addresses, low take up of digital services and an older customer profile can all set alarm bells ringing. Some Clients estimate that 40% or more of their customers may not… Read More
Blog Articles
Personas and video bring customer experiences to life and galvanise change.
Our recent work showed the power of video and personas for social housing to drive understanding and change. Nothing creates change faster than a better understanding of customers’ needs and experiences. By combining personas, video of qualitative research and customer journey mapping we helped GreenSquare staff from the front line to the senior leadership team… Read More
So you’ve mapped your customer journey – what’s next?
It might sound obvious but the end of every customer journey mapping project raises the same question; what do we do now? This is born, in large part, out of the sheer diversity and volume of change opportunities Customer Journey Mapping uncovers. For us the answer is determined principally by the organisation’s capacity for change,… Read More
The Power of Slippers
You never know what you’ll learn when you spend time networking with fellow CX professionals in an informal environment. It’s often surprising and almost always valuable. At one of our recent networking events for CX professionals, Nationwide revealed the power of slippers to get colleagues to step out of their corporate mindset and into their… Read More
5 reasons you should map your customer journey even if you’re not ready yet to start a full-blown CX transformation programme
All the companies we work with aspire to transform their customers’ end-to-end journey but many are a long way from securing the resources they will need to deliver a large scale CX transformation programme. In this position is it worth mapping the customer journey? Journey mapping is undoubtedly the best way to identify and… Read More
CJC selected to work with BiGDUG
Customer Journey Consultancy are delighted to be working with the lovely team at online retailer BiGDUG who provide storage solutions that bring order to garages, offices, vans and warehouses everywhere. On a personal note I, like hundreds of thousands of other UK Dads living in the warm, chaotic embrace of domestic mayhem, am a grateful… Read More
Innovation and CX – Ensuring your Customer Journeys are fit for tomorrow
Have you done anything to formerly link Innovation and CX? I was chatting to the nice people at Nationwide earlier and was interested in their take. Nationwide have an active and well funded innovation team that the CX team have worked hard to build close links with. They see the resources and expertise of the Innovation… Read More
Front line staff; the forgotten ingredient in Customer Journey transformation
We are constantly digesting new industry data to help modify or strengthen our own thinking and so that our Clients don’t have to. I was particularly pleased to read a recent (2017) McKinsey report* that underscores the vital importance of front line staff and their line managers in delivering successful change. Here are two sobering… Read More
How airline brands are improving customer experience in-flight
Last week Nikki Gilliland at Econsultancy recently wrote about how airline brands are improving customer experience in-flight. She pointed to big changes like better bag tracking, in-flight Wi-Fi connectivity, and pre-booking meals from your favourite chef. Of course Nikki is right but it’s still the small, human touches that don’t cost a lot that make the biggest impact… Read More
A thousand cuts
This is how an OK journey design ends up as a trains wreck. Getting from Penn Station to JFK: At Penn Station: Passenger “Can I get to JFK from here?” Ticket Office: “Yes trains take 20 minutes and leaves every 15. It costs$4.19.” On the platform: Passenger: “Does this train go to JFK?” Fellow… Read More