John Hughes

Our 25 years’ experience in helping organisations with their journey to Customer Service Excellence has resulted in the development of The CX Edge Model.

[John Hughes @CSN_SocialMedia]

It's National Customer Service Week. #NCSW2022 is a week long opportunity to raise awareness of the importance of #customerservice and the vital role it plays in organisational success and business growth. #CX #CEX #customerexperience

[John Hughes @CSN_SocialMedia]

OMG - Forbes “We Need To Humanize The Customer Experience Again” Why did organisations ever think Customer Service excellence was anything other than a people thing? @ICXI_tweets

[John Hughes @CSN_SocialMedia]

The latest ICS UK Customer Satisfaction Index shows what we have known at CSN for the last 30 years, 35% of people will pay more for excellent service. When will the people who run our businesses based on the next 6 months reporting cycle ever learn? @ICXI_tweets

[John Hughes @CSN_SocialMedia]

OMG. Have I really just read a post “How to Humanise CX Programs”? CX has always been about well trained and motivated PEOPLE delivering Friendly, Responsive and trustworthy service!! Where did it all go so wrong? @ICXI_tweets

[John Hughes @CSN_SocialMedia]

At last, NPS 3.0 recognises the needs for other metrics. NPS has always been just a "predictor" of possible growth. It is not Csat or CES measure. Measured alone without other metrics, customer follow-ups, actions plans and leadership, #CX survey are redundant. @ICXI_tweets #NPS

[John Hughes @CSN_SocialMedia]

A belated happy new year to all and best wishes for a healthy and successful 2022. It’s time to hit the #CustomerExperience #CustomerService rest button. Revisit your customer needs and wants in 2022 and reset your customer strategy and targets accordingly @ICXI_tweets

[John Hughes @CSN_SocialMedia]

#CX Xmas Advent 6/25 - What do people remember about POOR organisations? 55% say - they don't deal well with problems, 22% - they didn't deliver on-time, 15% - they just don't CARE!!!. How do your customers feel at the end of every transaction? @ICXI_tweets

[John Hughes @CSN_SocialMedia]

#CX Xmas Advent 5/25 - What do people remember about good CX organisations? 45% say - they deal well with problems and queries, 25% - they deliver the promise, 18%- they Go the extra mile. So why are Customer Service teams always at the bottom of the priorities list?@ICXI_tweets

[John Hughes @CSN_SocialMedia]

#CX Xmas Advent 4/25 - In 2022, your CX priorities should be delivering the basics and keeping it simple. Think of any company who has provided you with good service. Why was it good? 1) Delivery on time 2) Dealt well with queries & problems 3) It was personal @ICXI_tweets

[John Hughes @CSN_SocialMedia]

#CX Xmas Advent 3/25 - Putting Customers First requires a relentless focus on delivering brilliant basics. CX Leaders have to understand that there are no quick fixes or short cuts. Brilliant Basic #1 Access to your organisation must be convenient, simple and easy to use!

[John Hughes @CSN_SocialMedia]

#CX Xmas Advent 2/25 - Customer First means putting the needs and requirements of the customer ahead of anything else? However, to be a successful CX business, organisations must put it’s Employees First @ICXI_tweets @ServiceStory @cxhelp

[John Hughes @CSN_SocialMedia]

#CX Xmas Advent 1/25 2 years of pandemic and customer service standards have slipped. You just cannot get through on the phone and helpline numbers and email addresses have been removed from websites. It's time to get back to customer FIRST @ICXI_tweets @ServiceStory @cxhelp

[John Hughes @CSN_SocialMedia]

It's National Customer Service Week again. A time to celebrate and acknowledge the importance of customer service and of the people who serve and support customers. #NCSW21 @ICXI_tweets

[Mapovate @Mapovate_Tweets]

Better create loyal customers by delivering a streamlined, effortless experience for those customers at every touch point. https://t.co/IixOLk1lg5 #Mapovate #CustomerExperience #CustomerJourneyMapping

[John Hughes @Cexhelp]

#Cex #customerexperience Benchmarking - the art of finding out in a perfectly legal way how others do things better than you so you can learn, copy and improve on their techniques. #ICXS2019 @ICXI_tweets @CSN_SocialMedia

[John Hughes @CSN_SocialMedia]

CSN’s next FREE and interactive Customer Experience webinar is all about exploring the most efficient and effective ways to gather feedback and measure your CX.

It takes less than a minute to reserve your spot at 11am Tuesday 21st…https://t.co/nFtwEUNtsG https://t.co/QSWuUYd7Ex

[John Hughes @CSN_SocialMedia]

Join me for 45 minutes next Wednesday 12th February, for the next, FREE webinar from CSN: 'How to deliver Customer Service Excellence on a budget'.....25 years experience packed into 45 minutes of interactive webinar to help you succeed with your CX in 20…https://t.co/yPNgjENPq3

[John Hughes @CSN_SocialMedia]

Customer satisfaction in Britain during the second half of 2019 fell for the fifth consecutive six-month period, marking the longest sequence of declining service since The Institute of Customer Service began measuring consumer…https://t.co/wncq4mBIhk https://t.co/FFJUUEkKVk

[John Hughes @CSN_SocialMedia]

As crucial as a successful #customerexperience strategy is for all ambitious organisations, many are faced with limited budgets with which to deliver. We can help!

Join us on our next FREE, live CX webinar, where we will discuss '…https://t.co/v4Wyp1hwho https://t.co/6pgnuKlYlI

[John Hughes @CSN_SocialMedia]

2020 is going to be a challenging year for Customer Experience strategies. A new political landscape, the US election, Brexit & ever-evolving consumer expectations will all contribute to that.

To help keep you on track with your C…https://t.co/qBfdkRmLmZ https://t.co/iEy0Y5bqCH