The business world’s equivalent of nails on a chalkboard Most of us have endured meetings where someone suggests we “drill down” on a topic or “take a deep dive.” And then there’s “ping me an email” or “let’s unpack that.” These phrases, which may have begun as shortcuts for…
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…
The other day, a visit to the hairdresser got me thinking about customer experience and the value of our time. It made me question: How should companies handle situations where a customer is dissatisfied with their product or service? Is a refund or a redo enough to compensate for…
In a world driven by technology and automation, it’s easy to overlook the human element in customer service. But exceptional customer experience goes beyond mere transactions; it’s about creating meaningful connections with our customers. By understanding and embracing the essence of being human, we can elevate customer experience to…
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…
How often have you stopped to consider equality, diversity and inclusion (EDI) in public transport? Did you know that in the 1960s people of colour weren’t allowed to drive buses? And as recently as the 1990s, buses and trains weren’t accessible to people with disabilities? In this article, we…
What does it take to not just survive but truly thrive in a frontline customer service role? Working in customer service is no walk in the park. It involves managing increasingly high expectations and handling difficult customers daily. However, when you have the right mindset and skills, this role…
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…
We’re all trying to change behaviour. Whether it’s sticking to a New Year’s resolution or encouraging employees to adopt the right behaviours at work, the challenge remains the same: how do we make change stick? James Clear, author of Atomic Habits, reminds us that meaningful behaviour change starts with…
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