To generate a truly compelling customer experience and invoke a sense of loyalty or brand affinity, organisations must understand and connect with their customers’ emotions. To put it simply, a...
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The Clarasys Team's recent articles
It is no secret that customer expectations have changed in recent times and technology has constantly evolved. These days it is often seen as being essential to use this tech...
It is almost a truism that the focus companies devote to customer experience, cost cutting and growth objectives will vary over time. Companies at the start of their lifecycle, aiming...
At some point in time, most organisations will experience a Cost transformation initiative in their organisation, but being blunt by making cuts and slashing budgets will affect you in more...
Standout customer experience occurs when employees act autonomously. Empowering employees has numerous benefits; it improves customer experience and can ultimately lead to increased retention and loyalty. Even in environments where...
Powerful communication can connect and inspire an audience. When it’s done well, it builds trust. When it’s done poorly, it leads to alienation, frustration and can even cause the audience...
Imagine there is a problem with one of your domestic appliances. You have already listened to 20 minutes of a helpline’s hold music and only dropped to 15th in the...
Organisations spend a lot of time trying to solve complex and volatile problems relating to customer expectations. In this blog we will look at one of the leading techniques for...
Agile project management has its roots in the Lean manufacturing approach pioneered by Toyota during the latter half of the twentieth century. The software development community fully embraced the Lean...
Starting a new job can stir up all sorts of feelings and questions including: “Have I made the right decision?” and “Will I fit in here?” But it’s fair to...
Post-merger integration can be tougher than hammering out the deal itself – in more than half of M&A transactions, organisations fail to boost shareholder value or deliver the business case...
Customer experience is the talk of the town and given its direct impact on your revenue figures and overall margin, it should be the talk of your boardroom too. Transforming...