Jun 153 minHow to throw away trustTrust is one of the most important attributes of a brand. We will forgive one error, or maybe two.
Jun 12 minEating your own dog foodGetting close to the customer is known in the trade as “eating our own dog food”.
May 152 minIs farting a good thing?Human beings like to play and when a manufacturer builds in a playful distraction, it makes the brand just that little bit more interesting.
May 12 minCustomer facing staff are the bedrock of our economyWe think the majority of customer facing staff are not trained or accredited for their skills.
Apr 153 minA great example of customer serviceLast week we reported on customer service in a cafe that didn't allow the staff any discretion. This week we would like to balance this.
Apr 12 minThe customer experience handbook everyone should useWhat sort of person recruits somebody to do a job and then doesn’t trust them to do it?
Mar 153 minWhat do the Swan Inn, Miller Howe and a Korean shipbuilder have in common?Companies have one thing in common – they treat their business as a stage and are meticulous in delivering a brilliant show - every day
Mar 13 minThe problem with passwordsIT departments can be a law to themselves when it comes to setting rules for security. Passwords are an issue.
Feb 154 minHello earned growthSay hello to earned growth rate. We will hear more about it if we can find a way to distinguish between earned and bought customers
Jan 152 minTaking care of all stakeholdersThere are some benefits of great customer experience culture within B2B companies that aren’t often discussed.
Jan 12 minLet’s get rid of Christmas and anything else we enjoyGreat experiences can have a cost and it would be a sad world if Scrooge's disposition spills into our world of customer experience.
Dec 15, 20212 minImproving customer experience with your head in the cloudsPackaging machinery companies used to think their offer was to make more reliable, faster and cheaper machines. No longer.
Dec 1, 20212 minWhat can we learn from a queue?Why do people queue? They must really believe they will enjoy a great customer experience.
Nov 15, 20213 minCan you measure the ROI on customer experience?There are some things in business that are an act of faith and should be there at all costs
Nov 1, 20213 minBoosterism - you can have too much of a good thingMarketers are very familiar with boosterism although they have never used this word to describe their promotions.
Oct 15, 20213 minThe most important person in your companyWho is the most important person in your company when it comes to customer experience?
Oct 1, 20213 minGuiltyIt seems that most of us are hardwired to mirror the behaviour that we receive.
Sep 14, 20212 minThe curse of knowledgeThe curse of knowledge is when someone, well informed on a subject, doesn't appreciate customers' ignorance
Sep 1, 20212 minThe reasons digital customer experience failWe have grown so used to digital crap it has become the norm. It doesn’t mean that it is right.