May 154 minLessons from governments handling of coronavirusTransparency and truth are fundamental to trust in government policy. They are vital in ensuring great customer experience.
May 13 minAre small companies better at delivering great customer experience than big companies?The coronavirus has created a situation that is testing customer commitment. People have long memories for when suppliers let them down.
Apr 153 minPenny pinching - your reputation isn’t worth itSome companies have put their reputations on the line in an attempt to save a penny or two. What is it doing to their reputation?
Apr 13 minDealing with unhappinessThe coronavirus has turned our world upside down. We explore unhappiness and how to deal with it personally and in business
Mar 143 minWould a green logo improve my customers’ experience?We have innate preferences. Can these be used to drive customer satisfaction and improve customer experience. We explore.
Mar 13 minLessons from TeslaHow does Tesla achieve a magical NPS of 97? They have a great product, great service and great brand. Don't kid yourself it is easy.
Feb 143 minUsing segmentation to deliver better customer experienceCustomers are different. Recognising these differences is crucial to delivering great customer experience. Segmentation is they key.
Feb 13 minThe importance of emotions on the buying decisionNick Hague was recently interviewed by James Rostance on The 414 Live programme. Nick spoke about the influence of emotions on business to business decision-...
Jan 142 minThe consequences of poor CXCustomers forgive the occasional mistake but if your CX is consistently poor, customers will walk.
Jan 13 minLessons on the roadWe live in Manchester, or at least in its suburbs. A train service from the small town where we live links with the centre of Manchester. The other weekend o...
Dec 13, 20193 minWhat have we learned?Learnings for those of us in customer experience from the general election campaign.
Dec 1, 20192 minGetting to grips with technology and customer experienceSome lessons for those of us interested in customer experience from Sainsbury's experiment to introduce scan, pay and go technology.
Nov 14, 20192 minHow to develop a customer experience strategyMake sure you have a real strategy for your customer experience program by answering these three questions.
Nov 1, 20192 minIt is not what you say, it is how you say itWhat we say creates an immediate impact. It is not the content of what we say that is important - it is how we say it.
Oct 14, 20192 minWhy is customer service so bloody hard?We know we shouldn't swear, but it's true isn't it – customer service is bloody hard. We all know what makes good customer experience. We ha
Oct 1, 20194 minDoes the Net Promoter Score work for business to business companies?In 2003 Frederick Reichheld wrote an article in the Harvard Business Review entitled "The One Number You Need to Grow". The Net Promoter Score (NPS) was the ...
Sep 15, 20192 minUpside down management worksJohn Timpson has built a sizeable and profitable business by supporting his staff in every way.
Sep 1, 20192 minBuilding a business the Danny Meyer wayDanny Meyer teaches us how service is the way to build a business
Aug 14, 20193 minHow to run a customer experience auditStep by step advice on running a customer experience audit
Aug 1, 20192 minImproving customer experience with a social causeB2B customers should be more concerned about their products arriving on time and as promised and avoid social issues if they can