Smart Phones are Now Harming Your Business and Here's Why

behaviours c.e.x Jul 02, 2018

Is it me or have service standards been dumbed down by the smartness of phones? Everywhere I turn it seems, there are people on their phones catching a quick look at their most recent notification or posting?

In restaurants, shops,  garages, petrol stations, newsagents, hospitals.


And everyone who owns a device has done it. You are guilty too!

In the last week alone I've witnessed the following examples of people on their phones whilst 'working'.

  • An airport security officer while screening passengers hand luggage.
  • A shop assistance while checking out a customer at the cash register.
  • A forecourt attendant at a petrol station at the payment point.
  • A waiter in a restaurant checking his phone in between trips to the kitchen to serve customers.
  • A shop assistant standing in the doorway of her shop as customers entered and left.
  • Employees checking phone status during meetings.
  • Course participants checking email during a course.
  • A hotel receptionist checking...
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The Rise of Great Customer Experiences

c.e.x customer journey May 26, 2018

Whether or not you are a freelancer, retailer or international brand, your success lies largely in how well you serve your customers. And in today's rapidly evolving world of globalization and consumer awareness, paying close attention to the consumer has never been more important.

Customers are precious and need to be guarded like precious stones.

Over the past decade, I've been involved in helping organizations striving to deliver great customer experiences as a strategic differentiator.

They've seen that this is their only true point of differentiation because delivering a great customer experience has such an impact on others because of the rapid viral spread of stories about these experiences.

Within minutes stories can reach thousands.

The Anatomy of Word of Mouth (WoM) Stories

We've all done it. Told others of our great or crappy customer service experiences.

Right now someone is sharing their story about your brand.

About their experience in your store.

About their...

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Benefits of Using Ready To Use Training Materials

c.e.x training Dec 01, 2017

Ready-for-use (RFU) training materials have been around a long time. I can remember using them back in the 1980's when I first began training. Those were in the days of overhead projectors and acetates. Back then we even had ready-made silhouettes for using on your acetates! So the concept of using RFU material isn't new nor is the key benefit where all the heavy lifting has been done for you.

What is new is the method by which we can access them and the quality that is now possible to obtain. We have the Internet and technology to thank for both. The former allows us to access everything online as you well know and the latter enables us to produce materials without ever going to a printer or graphic design studio. Course material editors can develop content that is of high quality and distribute it online to a global audience.

We've taken the view that it's safe to share our content without the worry of competitors stealing our best ideas or material and using it against...

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Change Your Scenery and Understand What's Going On in Your CEX

c.e.x free activities Nov 30, 2017

If you have ever moved house or changed workplaces you'll know how much more sensitive you are to your surroundings. You become heightened and sensitised to new experiences and stimuli around you.

Such experiences provide you with rich and colourful inputs that rapidly help you become aware of your new surroundings and how to adapt to your new setting.

We can take this phenomenon and apply it to our business world by deliberately changing our environment. It's a quick and easy way to begin shifting our mindset.

If you work in a business where you rarely get out of your office then this will really help you understand what's going on in your business.

I'll give you an example and then you can apply it to your own situation. For the sake of the example let's imagine you work in the training department for a large fashion brand and your own stores and franchises across the country.

Here are the steps to follow.

Step 1

You visit several of your stores and ask a...

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Our Encounter of 'Amazing'. A Lexus Launch

c.e.x stories Nov 20, 2017

Popped through our letterbox the other day came our invite to the launch of the new Lexus GS at our local dealer. As I opened and read the information inside it read

"You can expect the very best of Lexus hospitality, with delicious food and drink to tempt your palate... and some unusual twists to the entertainment, as part of your opportunity to ENCOUNTER AMAZING. If you think all executive cars are much the same, you're about to be amazed."

With this tempting news I promptly filled out my details and popped the leaflet back into the post box, diarised the event and eagerly waited for the day.

The day arrived, my daughter decided to come with me, so dressed for the premium occasion we drove to the dealership in our car (not a Lexus by the way). On arrival at the entrance to the forecourt of the said dealership, we were surprised to be met by a gang of men huddled together.

Men in Black

These men were stood around all in black; one asked me to wind my...

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