Blog | RCA Consulting

Staff Training

The drivers of Human Behaviour in the Workplace

Mar 4, 2019
3 min

The drivers of Human Behaviour in the Workplace

What drives human behaviour? It's certainly not the first time the question has been asked in the context of the workplace. In the 10 years I've been working with SME's as well as corporate organisations, four common threads have revealed themselves in the companies that seem to achieve more consistent staff behaviour. 1) Mechanisms to translate Values into behaviour. Any company can compile a set of values that, on paper, sound fantastic. The values read so well you immediat

The Memorable Series: Retail Experiences

Jun 22, 2018
1 min

The Memorable Series: Retail Experiences

We've compiled a few key learnings about what constitutes a memorable retail experience for the modern customer. #retailexperience #CustomerCentricity #CustomerExperience #retailcustomerservice #retailtraining #rcatraining #RCAConsulting #UserExperience #CXdevelopment #retailstrategy #retailing #retail #retailbranding #retailexperiential

We are the Sum of our Interactions

Jun 18, 2018
1 min

We are the Sum of our Interactions

A philosophy which sits at the core of how we approach training and measurement with our clients is that we are the sum of every interaction we have with our customers and colleagues. This short insert sheds further light on that philosophy. #UnderstandyourWHY #UserExperience #CXdevelopment #CustomerCentricity #LeadershipofService #RCATraining #RCAConsulting

Clarifying Expectations

Jun 11, 2018
1 min

Clarifying Expectations

Clarifying expectations is a critical step in the process of building a progressive company culture focused on the customer. Research shows that most employees struggle to gain complete clarity on how to best succeed in their area of work. This is mostly due to ineffective communication from managers and the leadership of the company. #customerjourney #UserExperience #CustomerCentricity #RCATraining #CompanyCulture #LeadershipofService #StaffTraining #StaffRetention

Exploring our WHY

Acquiring the Right Customer Information

Ensure you receive great Service as a Customer

Junior Management and Developing Customer Centricity

Mar 15, 2018
4 min

Junior Management and Developing Customer Centricity

In the ten years that I have been working in the culture development space with small business to large enterprise, a few common threads have become evident within those that succeed as well as those who fail. Below are my observations with specific reference to the correlation between junior management and the successful (or unsuccessful) development of a customer-centric culture. The notion of working smart and not just relentlessly hard is an important point of departure w

The Service Culture Development Checklist