Hesitance and fear – How to get staff to act and support them through the roller coaster of change. Perhaps the single most common mistake made with Customer Journey work is underestimating how hard it is to get people to do something new or differently. All too often we hear of research that has identified… Read More
Blog Articles
What will your customer journey look like in 2021?
I’m sure you, like most of our Clients, have made huge changes to the way your people work and to your customer journey as a result of COVID-9. There still many unanswered questions but people are now looking to the future and wondering which changes they should keep, or ditch, and what further changes they… Read More
Remote learning – does it work?
During these exceptional times many organisations are taking the opportunity to provide staff training remotely; but can training via Zoom or Teams really work? We continue to deliver training on a wide range of topics, albeit remotely. These include Customer Experience theory and techniques, how to run a Customer Journey mapping workshop and how to… Read More
Roundtable report – Housing Association responses to COVID-19
On Thursday 9th April we facilitated a meeting of a small group of Housing Associations to begin to compare and contrast responses to COVID-19. The meeting was very productive and valuable. Below is my summary of the key points from the discussion. You can view a fuller report of the meeting here: Summary of roundtable… Read More
Really useful CX resources
When we’re not doing all things CX, UX and Customer Journey Mapping we continue to add articles and useful resources to this website. I thought I’d highlight just a few of the most popular items here. Do read, download or bookmark them and let me know what you think.
Could your CX do with a health check?
All the CX professionals we meet tell us it is difficult to turn CX insight into change that delivers tangible business benefit. Of course there can be many different reasons why CX work is not producing results as fast as it could. Barriers we have seen recently include: Picking the wrong battles Not using the… Read More
Great Expectations
Is it time you took a closer look at how well your organisation sets customer expectations? We all know that customer satisfaction equals performance minus expectation* (S = P-E) but when was the last time you took a detailed look at how well your organisation sets expectations? We were lucky enough to do that very… Read More
CX and public sector organisations
Much academic research focuses on corporates and given our extensive work in Social Housing it was nice to read McKinsey’s recent research with 20,000 people in seven countries (US, Canada, UK, Germany, France, Mexico and Dubai) using some 140 different public sector services. The research found that for every organisation sampled improved CX has a… Read More
Digital Exclusion – Digital Self Service
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
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