Laurence Cramp
Customer Experience

CX and personalised chocolate

I was interested to read in recent press releases about Nestlé's plans to develop “luxury handcrafted” versions of its well known chocolate KitKat bar, expected to be one of this year’s must-have Christmas presents. We draw some lessons about personalisation and brand value.

Laurence Cramp
Customer Experience

Invest in customer experience

Whilst CX transformation may be part of continuous improvement in your organisation it has likely come about through a focused programme. We consider how you can sustain momentum and ensure ongoing investment to keep improving your CX.

Laurence Cramp
Customer Experience

CX lessons from Disney

Disney is the master of customer experience and no detail is too small in its quest to deliver a personalised, detail-focused experience in its theme parks. Here we consider a few examples in the context of a manhole cover!

Laurence Cramp
Customer Experience

CX needs humans

This blog encourages you to remember the employees in your business and the vital role they have in helping you deliver an amazing customer experience. Digital tools are fantastic but resist the temptation to use them where they aren't appropriate or the customer doesn't need them.

Laurence Cramp
Customer Experience

Don't ignore negative customer feedback

As much you'd love to have satisfied customers all of the time it probably won’t happen. Whatever the reason it's important you take negative feedback as a learning opportunity. We give you some tips for how to handle it.

Laurence Cramp
Customer Experience

How to get NPS® right

Many organisations use Net Promoter Score® (NPS®) as a tool that can be used to help them gauge the loyalty of their customer relationships. In this blog we give you some quick tips to get NPS right in your organisation and how to link it to your customer journey.

Laurence Cramp
Customer Experience

Making customer experience stick

It's all too easy to pay lip service in a customer experience workshop without making any sustained changes in your business. We've seen a number of companies who have run customer experience improvement initiatives and then stopped because they've 'done it'. Here are some tips to sustaining your customer experience focus

Laurence Cramp
Customer Experience

Transform your customer experience

This blog is all about how to set up and run a customer experience transformation programme in your organisation, with hints and tips on what works and what you should prioritise for your next initiative. Get in touch with us for more help and advice.

Ross Coundon
Customer Experience

Unlocking better customer experience

There’s simply no excuse for poor customer experience and it might just hand the advantage to your competitors if you get it wrong. Here we share some top tips for how to unlock better customer experience for your business.

Laurence Cramp
Customer Experience

Why mobile customer experience matters

With so much focus on disruption and delivering a superior digital experience, it can be really easy to overlook something obvious - mobile technologies and the experience that a user, customer or employee will have of the technology that's in their hand!

Laurence Cramp
Customer Experience

Map your customer experience

A customer experience map helps you to understand and evaluate the story or your brand, products or services from a customer's perspective over time and across the channels they utilise. By gaining this understanding you can work to truly position your offerings to close these gaps.

Laurence Cramp
Customer Experience

How to listen better to your customers

We consider the importance of listening to your customers and some essential experience for getting meaningful customer context and capitalising on this information for your business

Alastair Clifford-Jones
Customer Experience

The true cost of customer service in utilities

Many mature organisations have invested in better technology and optimised processes but nothing is still more true than the phrase 'customer is king'.

Laura Mattin
Customer Experience

Keeping healthcare experience healthy

There are massive benefits that an optimised mobile workforce approach could provide to a healthcare organisation. Find out why in this blog.

Clive Godman
Customer Experience

Towards the omni-channel

Retail organisations are now using ‘omnichannel’ approaches to try and engage their customers in a seamless purchasing experience.

Alastair Clifford-Jones
Customer Experience

Poor customer service can kill your brand

How can an industry get things so wrong? There are minimum levels of service that customers expect, and at times the domestic appliance market is falling short.

Clive Godman
Customer Experience

Connecting with the connected customer

We're all hyper-connected, which means that the majority of your customers are too. So how do you connect with the connected customer?

Ross Coundon
Customer Experience

Your customers don't trust you enough for IOT

The internet of things (IoT) is the service industry's buzz-word of the moment but, in reality are your customers ready for it? This blog explores the forgotten pitfalls.

Laurence Cramp
Customer Experience

Why customers switch utilities

Recent statistics suggest that 5.1 million electricity customers and 4.1 million gas users switched supplier in 2017 – the highest number for almost a decade. What is driving this behaviour?

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