THINKING AND TIPS ON CUSTOMER EXPERIENCE & CRM

CX Peter Coleman CX Peter Coleman

HOW TO BRING CX INTO YOUR ORGANISATION

How to improve your organisation’s customer experience, when it doesn’t ‘do’ CX.

A simple guide allowing anyone to improve the customer experience where you work regardless of your job title.

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CX Peter Coleman CX Peter Coleman

THE FOUR LAYERS OF CUSTOMER EXPERIENCE

Brand experience, customer experience, service design, user experience - what's the difference?

This week's CX Tips looks at the different layers of experience and how they unite to form the overall experience people have with brands and organisations.

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CX Peter Coleman CX Peter Coleman

MANAGING CUSTOMER EXPERIENCE IN A CRISIS

In uncertain times, a commitment to helping customers can pay dividends for your brand and customer loyalty. But when you are in the middle of a crisis, facing chaos and uncertainty where do you even begin?

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CRM, CX Peter Coleman CRM, CX Peter Coleman

HOW TO DELIVER BAD NEWS EMAILS

Price rises, service changes, COVID-19. Regardless of the cause, there comes a time when organisations need to communicate bad news to their customers. So how do you deliver the news without losing customers?

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