In this excerpt from our customer relationship digital training programme, our director of projects, Rob Arnold chats about the customer...

For the longest time, the answer to consistent customer-centric behaviour was thought to be in skills-focused training alone. After...

Achieving consistency in human behaviour is no mean feat. Cut away all the complexity and what one finds is that customer service is very...

Driving the perceived value proposition is key to customer retention. Here a 5 high-level focus areas to ensure your brand is headed in...

As our drive to facilitate more consistent and customer-centric employee behaviour evolves, so do our solutions. Reviewing and appraising...

RCA successfully launched their tailored e-learning offering in 2017 and has subsequently integrated this channel of learning extensively...

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...

What drives human behaviour within customer-facing teams? How do you get a team to operate at a consistent standard? In this short piece,...

The first in a new series of key attributes of customer-facing staff. Let's start with one of the most important when deciding on new...

The psychology of your customer-facing staff and the state which they are in during a customer interaction arguably dictates (more so...

At a time when we as consumers are provided with more choice than ever, how one manages customer expectations is absolutely key to...

It's no secret that an organisational culture is defined by the degree to which the leaders of said organisation drive thinking and...

We've compiled a few key learnings about what constitutes a memorable retail experience for the modern customer. #retailexperience...

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...

A brief look into the important balance between WHY and HOW when it comes to changing staff behaviour. #StaffRetention #customerjourney...

A brief look into why we exist and how we define what we do everyday. #UnderstandyourWHY #RCATraining #RCAConsulting #CustomerExperience...

A short video on the most important information your team should be acquiring from customers during service. #CustomerServiceDevelopment...

We often expect great service but forget we have the power as customers to influence the end result. Here are a few tips to get the...

Ten focus areas towards cultivating a Customer-Centric Culture in 2018. Wishing all of our clients, partners and friends a truly...