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What drives customer satisfaction?

The Institute of Customer Service has just published their latest UK Customer Satisfaction Index (UKCSI). This now highlights the key dimensions that drive customer satisfaction: customer experience, complaint handling, customer ethos, emotional connection and ethics.

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7 Steps to Implement Your Plan

At this time of year our thoughts often turn to making plans for the New Year. Much is said about setting a goal. I’d like to focus on how to make sure your goal is planned and achieved. Follow our 7-step process to lead and engage your team.

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More evidence that employee engagement works..!

At Beyond Theory our message is simple - it's 'look after your people and they’ll take care of your business'. So we were delighted that see that our clients The Maids Head Hotel have been recognised by winning Norfolk's Best Employer Award 2018.

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Flexible processes deliver a better customer experience

Customer experience is more than smiling and providing a good level of customer service. Customer experience includes the journey that your customers make from researching your products and services, using them and paying for them. Therefore, delivering customer experience includes processes and well as people. This isn’t a new concept. So why do so many companies and organisations get their customer experience so wrong?

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When the customer isn't right..

Is the customer always right? Always? Sometimes? Never? Our advice is ‘yes, until proved otherwise’. How we deal with these situations is key as others will be looking on and judging this customer experience. Read our blog for advice to give to maintain the best levels of customer service and customer experience.