In this two-part blog, we will look at customer journey maps; how to create them, how they help organisations boost customer experience and how they change perceptions about customers. Get into the mind of your customer Understanding your customers’ perspectives and thought processes helps you appreciate the way they interact with your company and why. Having a clear grasp of the...
Ever wondered about the benefits of blended learning for your team or organisation? Perhaps you’ve heard the term, but you’re unsure of what it means or looks like in practice? Well, in this blog post we look at how blended learning could improve your team’s performance, as well as their enjoyment of/participation in their continued professional development (CPD). What is blended...
Teaching soft skills. It’s what I do. It’s what I love. I once ran a talent programme within a large organisation and decided to take a chance on someone that had been dismissed by others. They rubbed people up the wrong way, had poor time management skills and couldn’t organise a kid’s tea party! A challenge to be had. The programme...
Hi. I’m Kerry and I’m lovely. Really easy to get on with. Some have been so creatively descriptive as to say ‘Kerry is soooo nice’. Too nice, I’ve wondered? Can you be too nice? YES, if it means you’re a walkover. If you’ll happily lie down, roll over and wait to have your belly tickled whilst ignoring an injustice. People who...
What are soft skills and why are they so important? Who is your dentist? Hairdresser? What about sparky, plumber or car mechanic? Of course, I don’t really want to know who they are (well, maybe the car mechanic - it’s really difficult to find a good one)… I just want you to bring them to mind. Why do you use them?...
If you only read one 'trends of 2020' blog this month, read this one (and possibly the one about new electronic cat toys). Why? Because this will equip you for the future. We've analysed our own data and investigated the world's bleeding-edge workplaces to create a guide for the hot work topics of the 2020s. Enlightenment starts here... Customer experience is...
It’s the new year and your teams are coming back with resolutions, new gym memberships, dry January boasts and the last few drops of the seasonal cheer. It won’t be long before the reality of January sets in and the new-year-new-me mantras fade away. January can be a tricky time for people and motivating your team to get back in the...
In the second part of this customer experience blog - you can find the first part here - we will look at How to create a customer journey map, and what should be included on your customer journey map. How to create a customer journey map 1. Set clear objectives for the map. Before you can dive into creating your map,...
I have yet to receive a product I ordered online on August 29th. It’s late by anyone’s standards, particularly in the age of Amazon Prime, where you barely finish placing your order before there’s a courier at the door. Hopefully, by the time you get to read this blog the product will have arrived. I might treat it as a Christmas...
