Tags » Christopher Brooks

Why the CEO is king when it comes to CX

“We break china for our clients”

This is an expression I heard from the CEO of a private bank I was developing a new rewards programme with. 615 more words


'The Right Direction', a new customer experience effectiveness audit

We work with companies striving to drive profit from customer led strategies.

But only 6% of companies are actually fulfilling their CX potential (Temkins). From our experience there are several areas to be questioned when a customer strategy is falling short of its potential. 288 more words


More Drug Cases Involving Ferguson Officer Dropped

CLAYTON, Mo. (AP) — A review by county prosecutors of drug arrests involving the Ferguson police officer who killed Michael Brown has led to the dismissal of a half-dozen felony cases. 174 more words


Applying best practice customer experience to recruitment

It turns out that keeping customers is relatively easy. According to leading customer experience practioners Lexden, there are six to seven customer experience attributes that brands should fulfil to attract and retain better quality customers. 726 more words

Customer Experience

Are HR The Front-line To Achieving Customer Experience Success?

You ask any company which part of their company are on the frontline when it comes to the success of excellent customer experience and chances are they will say those customer facing reps. 473 more words

Customer Experience

The promotion that kicked the supermarket in the 50p's

On Tuesday a colleague shared with me this Sainsbury’s internal poster asking staff to encourage customers to spend a further 50p per visit. So what? It’s no different to what any marketing department would consider, ‘how do we increase customer spend?’ 488 more words