Connected CX

What a journey the past few weeks have been! 🌟 From in-store research to dynamic workshops, we’ve been immersed in projects that drive transformation and innovation for our clients. Here are a few recent highlights: 🔍 Retail Insight Project: Conducted in-shop research to dive deep into customer journeys and employee interactions. By pinpointing challenges and opportunities, we're helping retailers create smoother experiences and drive meaningful change on the shop floor. 🚀 Customer Proposition Development: We recently ran a workshop to help a small business client develop a compelling customer vision and promise backed up by strong customer-first solutions. This has not only given them real confidence in their proposition but also made them consider how they can apply a 'customer first' approach to transform their organisation. 🤝 Platform Transformation Sessions: Working with a team to identify essential requirements for future platforms while ensuring employees feel safe and empowered to share what truly matters to their work experience. It’s about aligning tech and talent for growth and efficiency. At Connected CX, our focus is always on creating impactful, human-centred strategies that empower businesses and elevate customer experiences. Feeling grateful for the trust our clients place in us and excited for what’s to come! #CustomerExperience #CXTransformation #RetailInnovation #ClientSuccess #ConnectedCX

Increasing customer retention rates by just 5% can increase profits by up to 95%. Acquiring customers to 'fill the gap' is a costly business. Statistics suggest it costs 5 to 25 times more to acquire a new customer than to retain an existing one. In the UK, customer churn rates are increasing, varying by sector between 5% - 20% per annum. In the financial sector alone, the churn rate is estimated to be around 19% with slight nuances by sub-sectors (as high in some areas as 25%). So how can businesses retain their customers and stop the churn trend? ✅ Listen to your customers, consistently, and take action on their feedback ✅ Make it easy for customers to do business with you, removing friction points ✅ Fix problems quickly and have processes in place to make it simple for your teams to do so ✅ Invest in team training to improve their communication, emotional intelligence and collaboration skills. These are a few recommendations. What challenges are you facing with customer churn? --------------------------------------------------------------------------------- We're helping businesses connect the dots between their employee and their customer experience. Get in touch for a conversation to see how can help you increase your profits. #customerexperience #customerchurn #employeeexperience #employeetraining #leadership Clare White CXAD (dip)

"85% of job success comes from having well-developed soft skills, and only 15% from technical skills". This statistic may surprise you. It's from joint study by Harvard University, Carnegie Foundation and Stanford Research Centre. Critical skills like empathy, good communication, adaptability, and teamwork might not always be at the top of the agenda, but they should be. Here’s why: ✅Boosted productivity: Teams that get each other and communicate well are way more efficient. ✅ Better motivation and wellbeing: A workplace that values people’s feelings and relationships creates a positive, collaborative culture, which means less burnout and fewer people leaving. ✅ Improved customer experience: Frontline staff are able to engage their customers better and adapt according to the situation and individual. ✅ Increased sales success: Sales teams will be able to engage with their prospective clients on a deeper, more empathetic level improving conversion rates. ✅Higher profits: Happy, engaged teams are more innovative, stay for longer and are more effective, which naturally leads to better financial results. In fact, a study by Boston College found that companies with solid, soft-skills training programs, saw a 256% ROI from increased productivity and retention (image below). So, if you want to see real growth, don’t overlook the human side of your business. It’s not just good for your team; it’s great for your bottom line ⭐! #customerexperience #employeeexperience #businessstrategy #leadership #CX #EX Clare White CXAD (dip) ----------------------------------------------------------------------------------- We're helping businesses connect the dots between their employee experience and their customer experience. Get in touch for a conversation to see how we can help you increase your profits with people focused solutions.

"85% of job success comes from having well-developed soft skills, and only 15% from technical skills". This statistic may surprise you. It's from joint study by Harvard University, Carnegie Foundation and Stanford Research Centre. Critical skills like empathy, good communication, adaptability, and teamwork might not always be at the top of the agenda, but they should be. Here’s why: ✅Boosted productivity: Teams that get each other and communicate well are way more efficient. ✅ Better motivation and wellbeing: A workplace that values people’s feelings and relationships creates a positive, collaborative culture, which means less burnout and fewer people leaving. ✅ Improved customer experience: Frontline staff are able to engage their customers better and adapt according to the situation and individual. ✅ Increased sales success: Sales teams will be able to engage with their prospective clients on a deeper, more empathetic level improving conversion rates. ✅Higher profits: Happy, engaged teams are more innovative, stay for longer and are more effective, which naturally leads to better financial results. In fact, a study by Boston College found that companies with solid, soft-skills training programs, saw a 256% ROI from increased productivity and retention (image below). So, if you want to see real growth, don’t overlook the human side of your business. It’s not just good for your team; it’s great for your bottom line ⭐! #customerexperience #employeeexperience #businessstrategy #leadership #CX #EX Clare White CXAD (dip) ----------------------------------------------------------------------------------- We're helping businesses connect the dots between their employee experience and their customer experience. Get in touch for a conversation to see how we can help you increase your profits with people focused solutions.

Is your review on Glassdoor not as good as you'd like? Did you know that roughly 67 million job seekers visit Glassdoor every month and use it as a deciding factor on whether to submit an application. Yes, sometimes there are disgruntled employees that will leave less than positive reviews. But, listening to what your employees are saying (even when they exit your business) will help you improve the experience for employees that stay. So where do you start? ✅ Start by listening to your employees, regularly (not just annual surveys). ✅ Create an employee forum with regular leadership touchpoints ✅ Take time to talk with your employees everyday and be curious ✅ Use the information to make changes (remember, one size does not fit all!). Increasing understanding of your employees will help you make changes to improve their experience, in turn increasing their productivity, motivation and keeping them in your business for longer. ----------------------------------------------------------------------------------- These are just a few tips. If you'd like to receive our monthly newsletter with top tips on employee and customer experience, get in touch ⤵️ #employeeexperience #employeeretention #customerexperience #customerretention #businessleadership ------------------------------------------------------------------------------------

Focusing on employee and customer experience isn't just a nice-to-have for small businesses; it’s a strategic approach that will increase profits. 📣 By ensuring that employees are engaged and customers have a consistently good experience, a small business can improve productivity, reduce costs, build 'loyalty', and create a competitive edge that supports long-term growth. ☑️ Not only that but they will advocate your business to their friends and give you '5 star' reviews. ⭐ However, it's not easy and with so many other priorities, business owners don't always have the time or the necessary expertise. It is still a fact that how you manage your 'people' strategy (EX and CX) can have a significant impact on your business and profits. Here's some stats for you: 💡Research by Gallup shows that highly engaged teams are 21% more productive than those with low engagement. 💡The Harvard Business Review found that companies with highly engaged employees see a 10% increase in customer ratings and a 20% increase in sales. 💡Bain & Company found that increasing customer retention rates by just 5% can increase profits by 25% to 95% . 💡A recent study by Glassdoor found that each one-star improvement in a company’s employee rating led to a 1.3 point improvement in customer satisfaction scores. People = profits. 💴 We can help. Get in touch for a call. #financialservices #culture #employeeretention #customerretention ------------------------------------------------------------------------------------ We help businesses keep their customers and employees for longer with simple people based solutions, increasing their value and their profits. Get in touch for a chat to share your challenges and see how we can help you.

The FCA's Consumer Duty regulations are already making a positive impact to the financial services sector - fantastic news! This article shares some interesting points including suggesting a link between improving company culture and delivering positive outcomes for their customers. Read more here ⤵️. #financialservices #consumerduty #customerexperience

Presenteeism is costing businesses. Significantly. In fact, according to the Institute for Public Policy Research Commission (IPPR) think tank, there has been a £30 billion rise in the cost of employee sickness since 2018. £25 billion of which was the result of lower productivity by people who came to work while sick. The remaining £5 billion was an increase in sick days taken by employees. This includes all forms of sickness, physical and mental health. At Connected CX, we advise our clients to prioritise employee well-being, consistently, as one of our '10 critical factors to creating a positive workplace culture'. As Dr Jamie O'Halloran, a senior research fellow at IPPR and one of the reports authors suggests: “Too often, UK workers are being pressured to work through sickness when that’s not appropriate – harming their wellbeing and reducing productivity. This can be because of a bad workplace culture, poor management, financial insecurity or just weak understanding of long-term conditions among UK employers.” Read the full report here ⤵️ Clare White CXAD (dip) ---------------------------------------------------------------------------------- Connected CX helps business improve their people's experience (customers and employees). From improving business culture, employee collaboration and engagement to enhancing your customers experience, we're here to help. Get in touch today via https://lnkd.in/euTwE99k or DM. #employeeexperience #customerexperience #ex #cx #culture #leadership https://lnkd.in/eyR48Mtb

Conflict should be positive and benefit a team. But often it isn't and can be quite destructive (and costly). What have you seen in your business as the greatest cause of negative conflict? ⤵️

Concerned about the FCA 'Consumer Duty' and ensuring compliance for the long term? Here our CEO Clare White CXAD (dip) lays out some key areas to consider for financial services organisations to do exactly that, simply. ⤵️ #financialservices #consumerduty #FCA #customerexperience #CX