CEX practitioner with 25 years experience. Conference speaker & Awards judge. Loves numbers, pictures and diagrams as a simplified method to express insights.
England, United Kingdom
Joined December 2016
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Top 10 tips for CX success. 9/10. Benchmark your CX performance against best in class (not just your sector) to drive continuous improvement! @ICXI_tweets @CSN_SocialMedia @Mapovate_Tweets
customernet.com teapawt.net/Cexhelp/status/1391698…
8/10 Top 10 tips for CX success. 8. Always close the loop after asking for feedback. Follow up with customer and fix the issues the matter most!
@ICXI_tweets @CSN_SocialMedia @Mapovate_Tweets
customernet.com
7/10 Top 10 tips for CX success. 7. Measure all your transactional customer touchpoints, the end to end experience and follow-up all feedback! @ICXI_tweets @CSN_SocialMedia @Mapovate_Tweets
customernet.com
6/10 Top 10 tips for CX success. 6. Make it easy for customer to do business with you. How many of your customer transactions are perfect? #cx #CustomerService #CustomerExperience @ICXI_tweets @CSN_SocialMedia @Mapovate_Tweets customernet.com
5/10 Top 10 tips for CX success. 5. Avoid inside out thinking, map the customer journey across every process!
#cx #CustomerService #CustomerExperience
@ICXI_tweets @CSN_SocialMedia @Mapovate_Tweets customernet.com
4/10 Top 10 tips for CX success. 4. Following a model for CX success will help you on the journey to excellence! #cx #CustomerService #CustomerExperience
@ICXI_tweets @CSN_SocialMedia customernet.com
3/10 Top 10 tips for CX success. 3. Your People and your Culture are as important as your financial results! #cx #CustomerService #CustomerExperience @ICXI_tweets
@CSN_SocialMedia customernet.com
John Hughes retweeted
Benchmarking can be used to see growth compared to past performance, acting as a central part of process improvement. Benchmark against competitors and improve on the customer experience. Visit icxi.com #ICXS2019 #CustomerExperience
2/10 Top 10 tips for CX success. #2. Without great Leadership, a clear Vision and simple Values you will fail!
#cx #CustomerService #CustomerExperience @ICXI_tweets
@CSN_SocialMedia customernet.com
Top 10 tips for CX success 1/10 1. Every organisation is perfectly designed to deliver its current results. If you want different results you must change the way you do things.
#cx #CustomerService #CustomerExperience @ICXI_tweets @CSN_SocialMedia customernet.com
John Hughes retweeted
Journey mapping creates a common understanding for the organisation of how a customer interacts during different stages of the customer lifecycle, and the roles and responsibilities of the different teams in charge of fulfilling that experience. mapovate.com #Mapovate
John Hughes retweeted
Following through with employee survey results is critical – nothing looks worse than recognizing an issue and not acting on it. happytraq.com #HappyTRAQ
One of the easier ways to improve the customer experience is to keep it "SIMPLE" for your customers and employees! #cx #CustomerService #CustomerExperience @ICXI_tweets @CSN_SocialMedia
John Hughes retweeted
“One of the most important ways to improve customer service is to make sure that everyone in an organization is an alignment with the customer service and/or experience vision.” – Shep Hyken mapovate.com #Qotd #CustomerExperience #UAE #Dubai #DSF
John Hughes retweeted
In every organisation, employees are the most important factor affecting your customer experience journey. By measuring your employee’s engagement and happiness, you can improve employee loyalty, commitment and engagement and identify area of improvement. happytraq.com
John Hughes retweeted
Employee happiness and engagement surveys are about discovering the truth about what is helping or hurting your employees’ commitment to their work. happytraq.com #HappyTRAQ #EmployeeHappiness
John Hughes retweeted
Four Easy Tips For Building A Better Customer Experience. bit.ly/3n5NbDo #CustomerExperience #TipofTheDay #Performance
John Hughes retweeted
Customer Journey Mapping is the foundation to good CX as it deepens a business understanding on customer needs, pain-points and the best touch points to apply technologies, such as self service systems or where to draw the thresholds for human vs automated interaction. #CustExp
#Cex #customerexperience Benchmarking - the art of finding out in a perfectly legal way how others do things better than you so you can learn, copy and improve on their techniques. #ICXS2019 @ICXI_tweets @CSN_SocialMedia
Is this the worst #Cex email ever? "We would ask that you please do not contact us before the timeframe outlined above has elapsed, as this may possibly cause a delay in your retirement benefits being paid. Please do not respond to this e-mail as the account is not monitored"
