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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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
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
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
John Hughes retweeted
Its Customer Service Week this week! The week to celebrate your customer service employees hard work & to reward those great efforts. What are you doing to honor the hard work of customer service? icxi.com #CustomerServiceWeek #NationalCustomerServiceWeek #CSW
John Hughes retweeted
This week is National Customer Service Week. Why not sign up for a free webinar from the Institute of Customer Service linking in with their new campaign, which we're proud to support, #servicewithrespect: ow.ly/Rfhl50BGiCX #TLFgems #NCSW20 #custserv @instituteofcs
John Hughes retweeted
In order to deliver great experiences, you need to map your customer journey across multiple channels. mapovate.com #Mapovate #CustomerJourney #CustomerExperience
John Hughes retweeted
At the core of the ICXS2019 is the 5Ps Service Excellence model, accepted globally as the foremost framework for implementing service excellence. Take a look at our excellence model bit.ly/2HpqpTs #ICXS2019 #CustomerExperience #ServiceExcellence #Performance
John Hughes retweeted
Improving your employee’s well-being also improves their work productivity, focus and overall mood. happytraq.com #HappyTRAQ
John Hughes retweeted
The ICXS2019 Standard will provide organisations with a platform for delivering the highest levels of customer experience & to be recognised as such. Learn More at icxi.com #ICXS2019 #CustomerExperience #Performance
John Hughes retweeted
Measure & manage the customer experience to then understand the consumer behavior. icxi.com #CustomerExperience #CustomerSuccess #performance
John Hughes retweeted
Create Your Own Customer Journey Maps with Mapovate. Visit mapovate.com #Mapovate #CustomerJourneyMapping #UAE
John Hughes retweeted
Find out more about our mystery shopping services, an independent assessment of your customer service standards. knowledgetrak.com #KnowledgeTRAQ
John Hughes retweeted
Maintaining Your Certification - Once You’ve Achieved a Standard You Need To Maintain It. How? Through Training. icxi.com #ICXS2019 #Certification
John Hughes retweeted
Use journey maps in role-specific employee training to help employees understand the bigger picture & how their work impacts CX. mapovate.com #Mapovate #CustomerExperience
