About John Aves

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So far John Aves has created 65 blog entries.

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

Customer Experience Playbook for Retailers

Customer Experience Playbook for Retailers Championing experience retail Retailers that invest in their customers outperform the competition.  In this playbook, learn how, why and where customer experience adds the most value for your organisation. Discover: Why retail customer experience leaders outperform CX laggards Why most retailers are facing a digital dilemma How to create experience [...]

By | July 24th, 2018|Research & Insight|Comments Off on Customer Experience Playbook for Retailers

How to make customer experience the cornerstone of a merger

Virgin Money has agreed a £1.7bn takeover by CYBG, which owns Yorkshire Bank and Clydesdale Bank.  The merger will create the UK’s 6th largest bank with around 6 million personal and business customers.  The new entity will rebrand as Virgin Money and the Clydesdale and Yorkshire brands will disappear from the high street.  Barclays is [...]

By | July 11th, 2018|Blog|Comments Off on How to make customer experience the cornerstone of a merger

Mark Gould joins cp2experience as Managing Director Ireland

We are delighted to announce that Mark Gould is joining the cp2experience team.  Mark has over 30 years’ experience in senior executive roles in the UK, United States and for the past 18 years in Ireland. He has led the development and implementation of several transformation programmes creating and improving the customer experience to drive [...]

By | July 3rd, 2018|News|Comments Off on Mark Gould joins cp2experience as Managing Director Ireland

The future of experience retail in 15 statistics

As retailers increasingly compete on customer experience perhaps the biggest challenge is working out how, why and where CX adds the most value.  Both for customers and as a business.  Keeping pace with the speed of change and meeting the demands and expectations of customers with ever-changing needs also needs to make financial and strategic [...]

By | May 30th, 2018|Blog|Comments Off on The future of experience retail in 15 statistics

How too much empathy can reduce customer satisfaction

An apology and empathy that stretches beyond the first few seconds of an interaction with an angry or upset customer can reduce customer satisfaction.  That’s the finding of new research led by Jagdip Singh of Case Western Reserve University.  Too much empathy when complaint handling can negatively tip the balance on what customers perceive as [...]

By | April 26th, 2018|Blog|Comments Off on How too much empathy can reduce customer satisfaction

Step into the store of the future

The retailers crafting the store of the future are like the best science fiction writers.  They are reimagining their physical worlds and creating new concepts and solutions rooted in real-life experience – it’s futuristic but never fantasy.  The innovators understand that customers buy experiences alongside products.  They recognise that shopping is part of the fabric [...]

By | March 28th, 2018|Blog|Comments Off on Step into the store of the future

How to inspire customer advocacy in the experience economy

In the experience economy, inspiring authentic customer advocacy and improving loyalty is a top priority and long term trend as organisations strive to keep a competitive edge.  When businesses get this right, the reward is high-value customer groups that become extensions of your brand.  They share positive experiences, recommend you to others and influence what [...]

By | March 21st, 2018|Research & Insight|Comments Off on How to inspire customer advocacy in the experience economy