It’s very tempting to spend lots of time, energy and money on creative ways to give the very best customer experience. However, this all goes to waste if we let our customers down by failing to deliver the basics of customer satisfaction. Unless we do these basics brilliantly our precious resources will be diverted to handling more and more customer complaints.

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.

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.

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.

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?