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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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 9, 20192 min read
Seeing the Bigger Picture
One of the greatest challenges as leaders of a customer-facing operation is the ability and discipline to consistently seek to see the...
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...
Jun 28, 20181 min read
The Memorable Series: Wine Experiences
The cellar door experience is a wonderful opportunity to connect with the customer and leave them with more than just a bottle of wine or...
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 14, 20181 min read
Training to Contemporary Customer Needs
A look into our focus in terms of training and how it is aligned to contemporary customer needs. #customerjourney #CXdevelopment...
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 11, 20181 min read
Clarifying Expectations
Clarifying expectations is a critical step in the process of building a progressive company culture focused on the customer. Research...
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 25, 20181 min read
The Pursuit of Service Excellence
Let's hear from one of the service champions we work with at Pearl Valley. Mindset to work plays a significant role towards ensuring...
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