As long as your customer experience is better than that of your competitors by three percent at any key touch point or moment of truth, that should be enough to give you a more dominant market share. This insight from Capita Consulting sees the market through the lens of this simple rule.
Globally, retail is moving at an extreme pace. We are in a marketplace where changes come very rapidly and are highly disruptive. Many players in the market tend to want to do something radical in order to be totally different from their competitors.
Key points include:
- The top CX players are spending no more than three percent of their effort to create differences in areas that really matter within the user journey
- You need to understand your sectors and subsectors and the ‘culture’ of your market to determine the three percents that are achievable
- Experience flow allows an organisation to continuously test new experiences with their audiences
In this article, Pierre Goad, Head of Communications at HSBC, considers how a more analytical and textured approach to internal strategy can help to win employee hearts and minds.
This article looks at the following points:
- The importance of narrative and messaging in boosting staff morale, including how communication can be better utilised by senior leaders when they communicate with their staff.
- How data analytics can be used to help CEOs with leadership and decision-making, allowing them to make decisions based on data and not on anecdote.
- A consideration of what tool can be used to boost internal communication.
- Tips on how to measure the culture of an organisation and what practical steps can be put in place to speed up transformation.
This article looks at the following points:
- The importance of narrative and messaging in boosting staff morale, including how communication can be better utilised by senior leaders when they communicate with their staff.
- How data analytics can be used to help CEOs with leadership and decision-making, allowing them to make decisions based on data and not on anecdote.
- A consideration of what tool can be used to boost internal communication.
- Tips on how to measure the culture of an organisation and what practical steps can be put in place to speed up transformation.
According to Stephen Ingledew, former Managing Director, Customers and Marketing at Standard Life, improving customer experience is a marathon, not a sprint.
Here, Stephen outlines his approach, covering:
- Strategy
- Capability
- Insight
- Measurement
- Experimentation
- Collaboration
According to this survey by Watson Helsby, 80 per cent of FTSE 100 companies now have a Corporate Communications / Affairs Director.
Chris Riquier, CEO for Asia Pacific at TNS, gives tips on how to leverage a brand across multiple platforms in this TNS guide.