15 Apr 2024

When creating a great customer experience, how much consideration do you give to the five senses? Do you think about sight, sound, smell, touch, and taste? Each sense offers many opportunities to delight your customers… In a previous blog post, we shared ten top tips for creating great customer…

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21 Oct 2022

Where do your suppliers rank in your customer experience pecking order? Do they receive the same level of TLC as you shower upon those who purchase your products/services? Do you respond to their emails as promptly and politely as you would to an email sent to you by your…

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18 Jul 2022

Did you know that communication barriers can harm your relationships with friends, family and work colleagues? Relationship building relies heavily on communication, so you risk missing out on some significant chances to connect if you’re unaware of the dynamics at play.  In fact, over 50 per cent of people…

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14 Apr 2022
Staff member with a mobile device in a place of work giving good customer service

If you want to deliver brilliant customer experiences, start by understanding what really matters to your customers. Matt Watkinson’s bestselling book The Ten Principles Behind Great Customer Experiences is a great place to begin. At Understood, we believe in turning great ideas into real-world impact. These ten principles underpin…

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25 Mar 2022
White flower taken from below with a blue sky and clouds above

If you want to change your life, start by changing your behaviour. If you want to transform your organisation’s culture, focus on changing your employees’ behaviour. So how do you create the right conditions for the right behaviours to take root—and stick? In last month’s blog, we explored why…

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10 May 2021
Two cogs together, one with the word customised and the other with the word training

Many professionals underestimate just how much time and expertise go into creating impactful training. At Understood, we specialise in high-quality, bespoke trainer development programmes, and we know from experience that effective learning design doesn’t happen overnight. “Investment in course design can add up to a great deal of time.”…

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07 May 2021
Coffee mug with a smiley face in the bubbles of a drink on a blue background.

 Organisations that elevate the human experience will be better positioned to create more meaningful connections, foster loyalty, and drive growth. – Deloitte Now more than ever, organisations must focus on human connection. In this time of turbulence and uncertainty, businesses need to rise to the challenge of meeting the…

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17 Feb 2020
A parent with two children either side on trikes on a zebra crossing

       We’re currently developing video content for First Bus’s new CPC driver training course, “Getting Home Safely”. This project has made us reflect more deeply on workplace safety and ask some important questions: How can we engage employees to behave safely? How can we use safety to…

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