About John Aves

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So far John Aves has created 62 blog entries.

Read our Primark feature in the Most Connected Brands Index

Our Primark article featured in the Most Connected Brands Index We are excited to see the publication of the Most Connected Brands Index (www.mostconnectedbrands.com) compiled by research agency Opinium and including our feature on Primark. Unlike many of the other brand indices already available, Opinium’s research relied on the views of people that have the [...]

By | October 19th, 2018|News|Comments Off on Read our Primark feature in the Most Connected Brands Index

Come and join us for an executive round table and networking event

How to ensure your Customer Experience strategy drives improved results – for your customers, your employees and your shareholders Join us for a complimentary executive breakfast round table and networking event Institute of Directors, 116 Pall Mall, London, SW1Y 5ED 24th October 08.00 to 10.00am Register today for cp2experience’s complimentary breakfast round table and networking event. Join [...]

By | October 1st, 2018|News|Comments Off on Come and join us for an executive round table and networking event

How to measure ROI

Delighting customers comes with a cost. Delivering a superior customer experience should meet, and even excel customer expectations. But, not at any cost.

By | September 28th, 2018|Customer Experience Mini Guides|Comments Off on How to measure ROI

Improving customer advocacy and retention

Delighted customers that have an affinity with your brand will help create new customers, new advocates even. But, advocacy has to be earned.

By | September 28th, 2018|Customer Experience Mini Guides|Comments Off on Improving customer advocacy and retention

Step into the branch of the future

Changing customer behaviours, online and mobile migration, fintech and digital disruption, legacy systems, outdated, the death of the high street.  Phrases often used to explain why the bank branch will soon be consigned to the history books.  The reality underpinning the prediction is not so clear though. There have been unprecedented numbers of branch closures. [...]

By | September 25th, 2018|Research & Insight|Comments Off on Step into the branch of the future

Best practice in the customer experience training room

Most businesses have a customer experience vision, but few invest in tailored employee training to unite their people around these. Learn about best practices in our Customer Experience Mini Guide

By | September 22nd, 2018|Customer Experience Mini Guides|Comments Off on Best practice in the customer experience training room

Empower employees to deliver on your customer promise

It’s no accident that brands that provide a great customer experience usually provide a great employee experience too. Find out more in our mini guide

By | September 21st, 2018|Customer Experience Mini Guides|Comments Off on Empower employees to deliver on your customer promise

Create experience by design

Customer experience leaders, lauded by their customers, peers and beyond, formulate and implement enterprise-wide CX programmes underpinned by a well-crafted strategy

By | September 20th, 2018|Customer Experience Mini Guides|Comments Off on Create experience by design

How to measure retail customer experience

Most retailers understand that upstream factors such as customer loyalty, retention, advocacy, satisfaction and brand preference have a causal relationship on both financial performance and operational variables.  However, linking and measuring customer experience initiatives to tangible return on investment (ROI) can be a challenge.  If retailers do not have a well-defined, structured measurement strategy, it’s [...]

By | September 17th, 2018|Blog|Comments Off on How to measure retail customer experience

Best practice advice from the customer experience training room

Most businesses have a customer experience vision.  Many are developing a strategy and programme. But, few invest in tailored employee training to unite their people around these.  For lots of organisations, shrinking budgets, time constraints, the complexity of global and multi-site operations, large employee numbers and high levels of turnover means that customer experience training [...]

By | August 1st, 2018|Research & Insight|Comments Off on Best practice advice from the customer experience training room