How much thought do you give to the five senses when designing a great customer experience? Do you consider sight, sound, smell, touch, and taste? Each sense offers countless opportunities to engage and delight customers. In a previous blog post, we shared ten top tips for creating outstanding customer…
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…
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…
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…
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…
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.”…
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…
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…
