Note For The New Year

Usually, the start of a new year comes with thoughts, plans and excitement for new opportunities. However, the start of 2021 is a little different. Whilst uncertainty remains surrounding the continuing and ever-changing landscape of the world with Covid-19, here at RBL we are still looking forward to the new year ahead.

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International Day of People with Disabilities 2020

idopwd social graphicToday we’re supporting ReciteMe to raise awareness of the online support available for people living with disabilities. We first became aware of ReciteMe when we were looking for solutions that organisations can put into place as a reasonable adjustment for their customers / supporter / donors / beneficiaries who need extra support when interacting with them online. Having heard the story behind ReciteMe we knew that the solution came from a lived experience and a proven need. When we saw JUST how easy it is to install on a website we were bowled over and immediately arranged to add the tool to our site. 

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Expect The Unexpected Path

CrossRoadblog

It's really important to think through the whole customer journey and to consider the different paths a "non-ideal" customer may take when trying to take an action.

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We’re in The Monkey Business!

When clients talk to us about running a Customer Experience Audit it’s often because they want to check how one part of their planned customer journey is working. They’ve made a change, or something isn’t working as they’d like it to, and they want to get a clearer picture of what’s going on from the customer’s perspective. Unlike a traditional mystery shopping process which will deliver against an agreed set of questions and give you quantitative results, RBL’s Customer Experience Audits (CEAs) take a broader approach focussing on the qualitative and uncovering feelings, attitudes and emotions that your customers experience when they interact with you.

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