The Knowledge

Tips and tricks to get you thinking
What’s wrong with asking for more effort?

What’s wrong with asking for more effort?

Does more effort = more output? Businesses are constantly striving to make things easier for customers, and to reduce the effort required for customers to make purchasing decisions. So why shouldn’t we also strive to reduce effort for our employees...

Does your employer care about your mental health?

Does your employer care about your mental health?

They should. Not just because it’s the right thing to do, but because it can unlock untapped reserves of value for your business. If you can get employees into a ‘good headspace’, the ROI is huge. The discretionary effort that you will unlock – the...

What do we mean by engagement? Engagement with what?

What do we mean by engagement? Engagement with what?

  Companies want engagement, both from their customers and increasingly from their employees. But what do we mean by engagement? And how do we create it? A lot of companies want to be customer-focused, but the problem is often that this ambition is...

The QoE 12th March, Quo Vadis, London

The QoE 12th March, Quo Vadis, London

Topic: Should customer and employee experience outcomes be aligned?  To join us, please just reserve your place. At its simplest, customer experience (CX) has been good at improving products and services, and generally enhancing how customers are...

Engaging a generationally diverse workforce

Engaging a generationally diverse workforce

Our guest panelist: Pat Osborne, Transformation Manager at LV= Insurance It’s just as tempting to segment our employees as it is our customers. But in today’s connected workforce, this is not only inappropriate – it is ineffective. Why? Because...

Engaging and learning from our employees

Engaging and learning from our employees

Our guest panelists: Andy Incles, Head of Store Resourcing and Scheduling, Marks and Spencers Jonathan Cann, Global HEad of CRM, Namecheap You’ve probably heard of unconscious bias by now. So how might it be affecting your ability to listen to your...

Your employees are your business, and your customers

Your employees are your business, and your customers

Sure, you may have some building, machines, and a whole lot of stationary. But these won’t help you much without a bunch of people. Similarly, your employees are your customers. When people work for you, it’s a transaction: you’re buying their...

The QoE 23rd January, Quo Vadis, London

The QoE 23rd January, Quo Vadis, London

Topic: If 2020 is the year of the employee, what does this mean for customer experience?   Employee experience is increasingly recognised as a priority in developing sustainable businesses. But what does this mean for customer experience? Our...

Which came first, customer or employee experience?

Which came first, customer or employee experience?

If we look at customers as the environment and employees as the capabilities, employees are key to the evolution and survival of a business. We are hearing more and more how we need to look after the health, wellbeing and creativity of our people,...

What is human middleware? And how can you profit from it?

What is human middleware? And how can you profit from it?

  At the last two sessions of The QoE, we’ve been exploring the emerging concept of ‘human middleware’. The aim of these sessions has been to first define the concept, and then determine how it might help us tackle issues of organisational...

How can complexity be an engine of innovation?

How can complexity be an engine of innovation?

A customer’s journey is often made up of both intended and unintended outcomes, but customer experience is ‘the real outcome’. Or to put it another way, what actually happened rather than what should have happened. But as complexity increases in...

Positive energy = profit, so why not measure that?

Positive energy = profit, so why not measure that?

What do all successful customer-focused organisations possess? Drive Enthusiasm Focus Willingness You can feel energy, so its tangible. So why not measure positive energy? Definition:  a person’s spirit and vigour Synonyms:...

Using complaints to identify and drive action

Using complaints to identify and drive action

By viewing complaints as another form of contact, organisations can change their attitudes and helps businesses extract information to guide improvements. But there is a difference between learning from and responding to complaints – do we need...

Do we want a consistent customer experience?

Do we want a consistent customer experience?

A consistent customer experience for whom? And for what purpose? Which elements of the experience can be constant across products, service and geographical boundaries? What is the motivation for consistency?   Easy to manage, cost control,...

Developing the confidence to deliver trustworthy CX

Developing the confidence to deliver trustworthy CX

Few things are as compelling as confidence to inspire engagement, trust, decision making and  to drive actions. A weak or overly defensive proposition is easily recognised and challenged.  The implications for the development of customer experience...

Getting the best from Net Promoter Score

Getting the best from Net Promoter Score

All the evidence would seem to indicate NPS is too volaIle to be used as central ROI for customer experience ‐ links to retention, growth and profit are more appropriate and compelling. Human behaviour dictates that if something is difficult, people...

Common issues with Net Promoter Score

Common issues with Net Promoter Score

It's well know that NPS is problematic in terms of its ability to measure customer experience. But  why? Here are some common issues: Variability and fluctuaIon are difficult to interpret into direct actions Organisations who use it on a tactical...