CX Archives - Alex Grist - ExceptionalCX

The best and worst companies for customer service in the UK 2019

23 Aug 201923 Aug 2019

The best and worst companies for customer service in the UK 2019 Which? ask 4,000 people in the UK about the customer service they’ve received from 100 UK retailers. As…

Positioning your brand for success

30 Jul 201930 Jul 2019

Positioning your brand for success Your brand positioning affects what people associate with it and what they expect. Those associations and expectations influence your customer experience - not only what…

Why you need to build a strong brand

2 Jul 20192 Jul 2019

Why you need to build a strong brand Your brand is much more than a logo and a tagline.Your brand is key to defining and designing your customer and employee…

Customer experience – what is it and why should small business owners care?

25 Jun 201925 Jun 2019

Customer experience - what it is and why small business owners should care Customer experience is something small business owners should know about and be focusing on.Whilst bigger companies have…

The fundimentals of creating intelligent customer relationships

12 Jun 201912 Jun 2019

The fundimentals of creating intelligent customer relationships “It is, of course, not possible to state with any practical exactitude what the customer is. But there are several common denominators to…

Use empathy to improve your business

4 Jun 20194 Jun 2019

Use empathy to improve your business One of the 5 key elements of emotional intelligence, you can use empathy to improve your business.It also makes you a better person, friend,…

Why some customer personas don’t work

27 May 201928 Mar 2022

How to create a customer persona that works for you Customer personas should be useful and hard working documents.If you created yours and then wondered what you're supposed to do…

Do your customers care enough to complain?

22 May 20194 Jun 2019

Do your customers care enough to complain? If a product or service doesn't match our expectations we feel disappointed and let down. But often we don't care enough about it…

Have all your touchpoints been created equal?

8 May 201929 May 2019

Have all your touchpoints been created equal? Every contact we have with a customer influences that customer’s future decision whether to buy from us again. EVERY contact. It’s not just…

Are you keeping up with your customers’ expectations?

1 May 20192 May 2019

“The first step in exceeding your customer’s expectations is to know those expectations.” - Roy H. Williams What is expected of you? What’s expected of your products and services? Of…