Never Mind the Pain Points

With the launch of Amazon Fresh, this podcast focuses on the online retailer, Amazon, and more specifically Amazon Fresh. Join Sophie and Eric as they discuss and consider the question: Will Amazon Fresh make waves in the UK Grocery Market?

Allies are people that show up and stand up for what they believe in. The events of 2020 have shown the continued need for allies in our world. In part one of this podcast, members of the Clarasys team discuss what they think an ally is, in the context of the LGBTQ+ community and beyond. Listen in to find out more!

After discussing what it means to be an ally and how this is relevant in the LGBTQ+ community in part one of this two-part podcast, here we discuss experiences of being an ally and how to be a better ally.

In part two of our podcast on allyship in the LGBTQ+ community, the Clarasys team talk about their experiences of being an ally, situations where they would have liked to have had an ally with them and some tips on how to be a better ally.

Join Tom and Lawrence as they discuss customer loyalty and how your CX can play a big part in either encouraging or dissuading this.

Customer loyalty is something the majority of organisations aim for to ensure that their customers keep coming back, to ensure that their business has a source of sustained, guaranteed income and consistent, reliable buyers, and a reduction in sales cost. So how is this achieved?

The podcast starts by posing the ultimate question: how do you go about keeping a customer loyal, especially in this modern age where it's easy to switch between different retailers, companies, and make the most of the best offer at the time? The pair question and explore what makes an individual come back to a particular brand or organisation. They bring to life the different reasons for customer loyalty and affinity to certain branding types - discussing a range of different brands from 'Tommy Hilfiger' t-shirts and 'Ted Baker shoes', to how we brand ourselves at Clarasys and how different types of organisations can maximise their brand potential.

The pair then go on to discuss Clarasys' recent rebrand. Brand plays a key part of a firm's visual identity and, dependent upon the organisation type, can be a focus point for ensuring customer loyalty. Yet it is not the only reason for customer loyalty and Lawrence goes on to discuss other types of loyalty - such as renewals in subscription services - and they move on to challenge the different types of loyalty as dependent on whether or not your business is B2B or B2C focused.

Listen in to learn more about what makes a customer loyal and tips you can try to enhance your customer loyalty through improved CX offering.

Join Tom and Lucile as they discuss the challenge of ensuring consistent and improved CX for banks, in particular larger, legacy banks. Lucile offers an insight into not only how banks could look to improve their CX but moreover, how they can make this evident and tangible to their customers and ensure that their customers are aware of the improvements. The pair move on to how banks are looking to experiment in more agile ways of working to deliver improvements in their customer service and offering. The podcast touches on the competition between legacy banks and new start-ups, especially relating to customer appeal, retention, and service delivery. Lucile and Tom talk about how banks can build and leverage trust and loyalty with their customers, and how marketing activities can help to play into this. Marketing strategies, the importance of building empathy, and the focus being on ‘helping your customers’ rather than just selling your products can all help with this. Listen in to find our more.

Listen in as Sandi and Taggie discuss the recent celebrations at The Sunday Times 100 Award Ceremony and Clarasys' ranking in the top 20 best companies to work for consistently over the past 3 years. The pair not only discuss the event itself, but also how the award was applied for and won, the culture at Clarasys, and their highlights from working at a company that has continually ranked so highly.

So what does make employees at Clarasys enjoy working there? For Taggie, recruitment co-ordinator at Clarasys, her highlights include the company hypnotherapist, massages at company socials, and the safe environment that is fostered internally for all the employees. For Sandi, a consultant at Clarasys, it's the "fact that it's so collaborative... everyone does really get on as a team, and there's no 'every man for himself' attitude...I think that makes it a really enjoyable place to work attitude". Find our more about Clarasys, their recent award, and the celebration ceremony in this podcast.

Join Mike and Lawrence as they discuss chatbots - how it could affect you, your company, and your customers. They cover everything from 'what is a chatbot?' to looking at how you can create your own chatbot.

The duo discuss the relevance of chatbots in different industries and the purpose behind creating a chatbot: is it to cut costs, or reduce front-line contact times, or simplify a recurring process such as subscription cancellations...?

Mike then talks about how chatbots can be used to facilitate better customer experience, how they can affect customer experience negatively, and what to avoid doing when using a chatbot in your business.

Listen in to learn more about chatbots and find out some key tips on how it could help your organisation!

Join Moray and Tom for our latest episode of Clarasys CX Talks. This week, the pair look at the Rada Business Research Division - How to think on your feet, The art of improvisation in the workplace. They talk through the limits of decision trees, lack of employee empowerment, and the importance of flexibility that limit your workforce. Instead of having strict guides, which encourage these limitations, Moray discusses the potential of ‘guardrails’ as opposed to ‘guides’, and giving employees the potential to choose the ‘how’ of their own working. With key nuggets of advice - such as ‘thinking out loud’ or using creative thinking techniques, such as ‘crazy six’ or ‘crazy eight’ - this is definitely worth a listen to find out how to reinvigorate your workforce and encourage improvisation.

Follow Clarasys on your favourite social media channel for information and to ask questions, alternatively email [email protected]!

Episode article link: https://www.radabusiness.com/about-us/news-and-blogs/how-think-your-feet-art-improvisation/

This episode sees Tom Carpenter joined by Global Customer Experience Specialists Ian Golding and Veronika Luxemburg and Clarasys CX expert Emily Jenkins. This discussion evolves from the benefits of the John Lewis 2019 Christmas advert and why there is so much more of a push in the 'Golden Quarter' over any other period of the year.

Ian Golding is a highly influential freelance Customer Experience consultant, Ian advises leading companies on Customer Experience strategy, measurement, improvement and employee advocacy techniques and solutions. An internationally renowned speaker and blogger on the subject of customer experience (ijgolding.com/blog), Ian also served on the inaugural board of Directors of the CXPA (Customer Experience Professionals Association). The CXPA is a global non-profit organization positioned to guide and enhance the growing field of customer experience management. He is a columnist for CustomerThink and has authored a book titled 'Customer What, the honest and practical guide to customer experience'.

Veronika Luxemburg, also a Global Customer Experience specialist, is the founder of CQX - The trivium of Customer Quality Experience. Veronika is a passionate customer experience coach and global facilitator of change for all types of organisations. A people orientated enthusiast thinking in multi dimensions and experienced to deliver on the customer promise and superior experience.

We thank Ian Golding and Veronika Luxemburg for all their contributions to this episode of CX talks!

Follow Clarasys on your favourite social media channel for information and to ask questions, alternatively email [email protected]!

‘Vetting, where do you start, really?’ In a conversation between Jennifer Kelly, Head of Safeguarding at The Prince’s Trust, Genevieve Cox, and Andrew McGrath, from Clarasys, this podcast explains what vetting means in the context of the charity sector and how The Prince’s Trust have been implementing a new system for vetting checks for volunteers and staff at the Trust.

The first half of this podcast looks at vetting, the process ensuring that suitable workers and volunteers are employed, based on the relevant needs and vulnerabilities of those who they will be working with. It discusses the various complexities involved in the vetting process, (such as consideration of the requirements behind necessitating a check; organisation size and staff turn-over; regularity of checks; UK, European, and global differences in offering; vetting application to charities.) and how to make such a tricky and ‘messy’ procedure ‘robust’ whilst appearing ‘slick’ to its users. 

After this initial delve into defining vetting, with all its complexities, Clarasys and Jennifer discuss the ‘old process’ of vetting at The Prince’s Trust before moving to look at how Clarasys helped in the implementation and roll-out of the new vetting process for the Trust. Whilst The Prince’s Trust would use ‘excel spreadsheets’, manually upload vast amounts of confidential information, and use three different systems and providers, their aim was to turn this into an automated, streamlined, simple, yet tailored process. The second half of this podcast looks at how Clarasys approached this challenge faced by the Trust, concluding with a review of the newly-implemented system.

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