The customer journey through our multi layered services can be complex. We have discovered that to address some of the touch points and improve the customer experience will require a degree of financial investment, greater cerebral investment all round (free!) and some (low cost) software tweaking. Whilst some of these changes can be instigated speedily Read More
Wow! Mapping the journey is complex indeed ! We are having to acknowledge that we can’t actually design the experience because every customer’s perception, needs, and wants are different. So – we must do what we can to influence the experience – identifying the pain and replacing it with pleasure. In order to do this, Read More
Today we are wearing the customers shoes! We are aiming to map their experience journey with us from the initial sales approach through to ongoing loyalty engendered by after sales care. We want our map to identify client expectation (relative to value!), key moments of interaction or “touch points” where we aim to differentiate between Read More
“If you don’t listen to your customer, somebody else will”. Surveys have found that 87% of customers want pro-active contact. Pro active apologies for service failures reduce the cost of claims. Pro-active notification eg by text messages, especially if they invite feedback or acceptance, result in a significant drop in failure rates. Pro active notification Read More
The challenge is to adapt to ever changing client expectation across the “internet of things” – billions of globally connected products and devices gathering more accurate and improved consumer data. Effective use of this data combined with effective and engaging connectivity will enable forward thinking businesses to thrive whilst others flounder…. Plenty of new catch Read More
Drivers have Macmillan cakes on board ready to trade for a donation! Our offices are hosting coffee mornings with home bakes from staff. Thank you to everyone taking part – whether you be a baker or a buyer, every cake sold will help Macmillan nurses support cancer patients and their families through local services such Read More
And the cakes are completed – marathon 8 hr bake and decorate session has resulted in these! Ready to be boxed and sent out with drivers tomorrow to be exchanged for donations to Macmillan.
With just 3 days until the Macmillan Coffee Morning fundraiser the ingredients for our fantastic corporate cupcakes are being assembled! Cake carriers and collecting boxes arrived, baking begins tomorrow!
Once again this year Flight Logistics offices are all taking part in the Macmillan Coffee Morning! For one day only we aren’t counting calories! Not only will we host cake and coffee mornings at our offices (visitors and donations welcome!) but our drivers will also be carrying specially baked and packed cupcakes which they will Read More