It’s hard to believe we’re heading into summer already.
The longer days are finally here and, like for many of you I’m sure, it’s been a busy few weeks here at FIT.
We wanted this month’s newsletter to follow our April edition, feeling more like a catch-up than a formal update. A chance to share a few thoughts on what we’re seeing in customer experience right now, along with a bit of exciting news from our side too.
So, with that in mind, here’s what’s been on our radar lately.
The emotional side of customer experience
Did you know that 84% of your customer’s experience is based on how you make them feel?
It is easy to focus on process, efficiency and getting the task done, especially as AI and automation take on more of the workload.
But what customers remember is the emotion.
How easy it felt.
How they were spoken to
Whether they felt understood.
That emotional impact is what shapes loyalty, encourages reviews and fosters repeat business.
Even in an AI-supported world, those human moments matter most.
It’s such a good reminder to pause and ask yourself this question: what are your customers feeling when they engage with you?
Get quick answers on how your CX is doing with our ‘Blind Spot’ scorecard.
Does this sound familiar?
We have seen continued growth in engagement with our Ultimate Customer Service Training Programme, with more organisations focusing on building consistency and confidence across their frontline teams.
If your team is strapped for time, lacking confidence or struggling for consistency, this programme is guaranteed to help them become clearer, more assured and more effective.
Take a look here for more details.
A blessing in disguise?
Let’s be honest… few things make hearts sink faster in business than a customer complaint.
But what if complaints are actually one of the most valuable sources of insight your organisation has?
In fact, according to Gallup, customers whose complaints are resolved effectively are four times more loyal than those who’ve never had cause to complain at all.
Take a look at this article for our advice on handling customer complaints (and using them to your advantage!)
A personal milestone
Marie has begun a 21-month Integrated Partner programme with world-renowned therapist Marisa Peer, expanding her expertise in emotional health and wellbeing through Rapid Transformational Therapy.
This builds on her existing work as a Master Practitioner of NLP, Hypnotherapy and Timeline Therapy, and takes us to a whole new level in the way we support individuals and teams in managing the human side of performance.
Go Marie!
A quick thought for the month
What are the moments that truly shape customer experience?
Customer loyalty is rarely built in big, dramatic moments.
It is built in the small ones.
The tone of a greeting, the clarity of an explanation or the way a challenge is handled.
These moments are easy to overlook, but they are where trust is either strengthened or lost.
When teams get these small moments right consistently, the overall customer experience improves quickly.
If you need any support with this, you know where to find us! In fact, why not join us for a no-obligation clarity call to find out just how our CX solutions could help.
Until next time
We hope you’ve enjoyed reading this month’s newsletter. Do let us know if you have any thoughts or suggestions ahead of next month’s edition.
Thank you, as always, for being part of the FIT community.
Until next time – take care and keep FIT!
