Continuing our celebration of National Storytelling Week, Davies Learning Experiences wanted to share some of our favourite reads on Customer Experience. See our 3 recommended books below and why we think you should read them too.
I’m not going to give any spoilers by telling you the 10 principles; but having read a lot of books on CX, this one struck me as pragmatic yet steeped in deep ideas. One of the striking elements is the fundamental focus on the customer and their identity. In business, with so many things happening simultaneously, it can be very easy to lose sight of that one crucial set of people who are pivotal to your success.
We love this book, because it makes some very pertinent points; but does so in a way that many people can associate with. Topics such as ‘Eat your own dog food’ – which clearly is about getting back to the floor, not actually eating dog food; reminds us all that to truly develop an impactful and powerful customer experience, we need to know and understand the experience we create!
This book has been by my side for a long time. The world of global CX can be one full of jargon and confusion. But this book simply breaks down their key CX fundamentals in a way that is easy to digest and turn into real action. For me, one of the key focusses is community! Creating an experience is much about what you do, but also about how connected people feel. The stronger the connection, the strong the experience.
Creating CX learning experiences is about creating a strong connection between you are the customer. To discuss how Davies can help your organisation create bespoke CX learning solutions, reach out to the Learning Experiences team via learningexperiences@davies-group.com.
The Davies Learning Experiences Team
Davies
E. learningexperiences@davies-group.com
Davies has been working with one of the largest global furniture retail brands to develop stronger sales, service and customer experience (CX) outcomes in both their retail and contact centre teams.
Our client is a leading international financial services group based in Canada
Creation of an induction programme that lead to a 70% increase in learner engagement, achieving improved business metrics
Learning programme that created measurable business results, but more importantly played a part in identifying and assisting vulnerable customers.
Learning programme that created measurable business results, but more importantly played a part in identifying and assisting vulnerable customers.
Learning programme that created measurable business results, but more importantly played a part in identifying and assisting vulnerable customers.
Learning programme that provided an accredited leadership standard, significantly improving confidence, productivity and team performance.
Learning programme that created measurable business results, but more importantly played a part in identifying and assisting vulnerable customers.
Learning programme that created measurable business results, but more importantly played a part in identifying and assisting vulnerable customers.
Learning programme that created measurable business results, but more importantly played a part in identifying and assisting vulnerable customers.
Sourcing a new LMS that could fit the company’s current state, be integrated with other legacy systems, and could modernise the user experience of learning.
A blended onboarding programme to set new starters up for success and to achieve higher quality scores in a shorter period of time
Creation of a bespoke quality framework that generated £250,000 ROI after six-months
Three-month training course that lead to a 75% increase in team performance
Our client is one of the most globally recognisable private medical insurance companies.
