The concept that will change your view of Customer Experience forever
If Customer Experience was a person then it would remind me of the people in funeral plan adverts. They are sprightly, active and relevant but the signs of old age…
If Customer Experience was a person then it would remind me of the people in funeral plan adverts. They are sprightly, active and relevant but the signs of old age…
Anybody who is in a customer experience leadership role knows their job is hard. Too much lip service. Too little action. Recommendations not getting acted upon. Lack of support when…
It’s not what you say, it’s what you do (or don’t) Are you customer-focused, customer-driven or customer-centric? If you’re any of those things that’s probably why you’re reading this, but…
I am a burger lover from way back. Not the global-fast-food-chain type of burger but full, messy fish-and-chip-shop burgers. Long sun-kissed days on the beaches of my childhood and adolescence…
Not if you link it to performance outcomes There’s an old management cliché that goes something like “50% of my marketing spend is wasted but the problem is I don’t…
In the first part of this series on Lean and its impact on customer experience we examined basic evidence that supports what could be construed as an outrageous claim that…
Treat customers as humans and operational challenges will reduce When BBC correspondent Frank Gardner recently publicised his 100-minute wait for his wheelchair to arrive from the hold to the gate…
“World-class” is a term that should only be used for those companies that perform way above the norm. When you drill down to what “world-class” companies do differently, the logic…
Zero tolerance is the only option I’ve focused recently on the toxic effect that people who behave badly at work have on overall morale and performance. The behaviour of these…
A comprehensive approach to CX minimises objections Does this issue sound familiar? “We’d like to accelerate our customer experience programmes but it’s very complex and so many things are getting…