Enhancing your relationship with Customers
In this excerpt from our customer relationship digital training programme, our director of projects, Rob Arnold chats about the customer...
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Jun 6, 20191 min read
The right Psychological State for Customer-centricity
For the longest time, the answer to consistent customer-centric behaviour was thought to be in skills-focused training alone. After...
May 21, 20192 min read
Human Behaviour & the Customer Experience
Achieving consistency in human behaviour is no mean feat. Cut away all the complexity and what one finds is that customer service is very...
Apr 25, 20191 min read
How to increase the Customer Value Proposition
Driving the perceived value proposition is key to customer retention. Here a 5 high-level focus areas to ensure your brand is headed in...
Mar 27, 20191 min read
The importance of Employee Appraisals
As our drive to facilitate more consistent and customer-centric employee behaviour evolves, so do our solutions. Reviewing and appraising...
Mar 18, 20191 min read
Effective and Impactful E-Learning
RCA successfully launched their tailored e-learning offering in 2017 and has subsequently integrated this channel of learning extensively...
Mar 4, 20193 min read
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...
Feb 14, 20191 min read
What drives Human Behaviour in the Workplace
What drives human behaviour within customer-facing teams? How do you get a team to operate at a consistent standard? In this short piece,...
Jan 28, 20191 min read
A Key Attribute of Customer-Facing Staff
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...
Dec 5, 20181 min read
Addressing the Psychology of your Team
The psychology of your customer-facing staff and the state which they are in during a customer interaction arguably dictates (more so...
Nov 26, 20181 min read
Managing Customer Expectations
At a time when we as consumers are provided with more choice than ever, how one manages customer expectations is absolutely key to...
Jul 9, 20184 min read
Deconstructing Effective Leadership: The Golf Club
It's no secret that an organisational culture is defined by the degree to which the leaders of said organisation drive thinking and...
Jun 22, 20181 min read
The Memorable Series: Retail Experiences
We've compiled a few key learnings about what constitutes a memorable retail experience for the modern customer. #retailexperience...
Jun 18, 20181 min read
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...
Jun 12, 20181 min read
The balance between WHY & HOW
A brief look into the important balance between WHY and HOW when it comes to changing staff behaviour. #StaffRetention #customerjourney...
Jun 7, 20181 min read
Exploring our WHY
A brief look into why we exist and how we define what we do everyday. #UnderstandyourWHY #RCATraining #RCAConsulting #CustomerExperience...
Jun 1, 20181 min read
Acquiring the Right Customer Information
A short video on the most important information your team should be acquiring from customers during service. #CustomerServiceDevelopment...
May 28, 20181 min read
Ensure you receive great Service as a Customer
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...
Jan 8, 20181 min read
To your most Customer-Centric Year Yet!
Ten focus areas towards cultivating a Customer-Centric Culture in 2018. Wishing all of our clients, partners and friends a truly...
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