Sep 15, 20202 minScale it upOffering great customer experience is hard; it is even harder to scale it up.
Sep 1, 20202 minLessons from the High StreetHas the pandemic destroyed the High Street or has it taught us some lessons?
Aug 15, 20202 minIt's the little things that matterWhen people are asked why they are happy with a supplier they say it's the price or the quality. Let's look deeper.
Aug 1, 20203 minLearnings from a burned teacakeA burned teacake is a great stimulus for discussing customer complaints
Jul 15, 20202 minThings we remember We remember disasters and little things. Make sure disasters don't happen and lace your offer with lots of lovely little things.
Jul 1, 20203 minHad any good recommendations recently?The customer experience industry is pretty well centred on one question – “On a scale from 0 to 10 how likely are you to recommend this...
Jun 15, 20203 minChemicals that make customers happyThe brain is affected by chemicals which influence our moods. These chemicals can be released to improve the customer experience.
Jun 1, 20202 minA good salesperson results in good customer experience – or does it? In theory, good customer experience should be closely connected to good sales performance. But is it?
May 15, 20204 minLessons from governments handling of coronavirusTransparency and truth are fundamental to trust in government policy. They are vital in ensuring great customer experience.
May 1, 20203 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 15, 20203 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 1, 20203 minDealing with unhappinessThe coronavirus has turned our world upside down. We explore unhappiness and how to deal with it personally and in business
Mar 14, 20203 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 1, 20203 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 14, 20203 minUsing segmentation to deliver better customer experienceCustomers are different. Recognising these differences is crucial to delivering great customer experience. Segmentation is they key.
Feb 1, 20203 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...
Jan 14, 20202 minThe consequences of poor CXCustomers forgive the occasional mistake but if your CX is consistently poor, customers will walk.
Jan 1, 20203 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....
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.