7 ways to improve customer experience
Here are seven ways to improve customer experience. The Magnificent 7! 1. Create a clear CX (customer experience) vision The first step in your CX…
Explore your own unconscious biases!
It’s fascinating! The unconscious biases we hold can influence the quality of our relationships with others. Particularly our internal and external customer service relationships. Follow…
Podcast – Jo Leckie talks to Denise Kirkham of Distinctive People
Listen to our Lead Consultant Jo Leckie talking to Denise Kirkham of Distinctive People on their Podcast Shining a Spotlight on Customer Service. In this,…
Watch your tone!
We’ve evolved as human beings to be highly attuned to subtle signals such as body language, gesture, and tone of voice. When writing, all those…
Recent Projects – it’s what we do around here!
At Big Picture Training we work with social housing providers in the UK and Australia to improve both their internal and external customer experience. Here…
Hearing the customer voice
Are you hearing the customer voice? This blog post created by Jo Leckie, owner and lead consultant at Big Picture Training, muses on the challenge…
Customers are benchmarking you against the best customer service experience they’ve ever had
Customers are benchmarking you against the best customer service experience they’ve ever had In this blog created for Distinctive People HR Consultancy, Jo Leckie, owner,…
The magic happens when we just LISTEN
You know that feeling. You’re having a difficult conversation with someone, a client, a colleague, a family member, and you get that surge of adrenaline…