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...
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
Jul 14, 20192 minDoes a company name affect customer experience?Beware of changing your company name. It is charged with emotions.
Jul 1, 20193 minWhen will they ever learn?I’ve been a member of the AA (the roadside recovery organisation, not the other one) for years and years. Apparently this makes me a gold...
Jun 14, 20192 minImprove your customer experience with a botIf you regularly follow our blogs, you will know that we believe warm, live, human beings are critical to delivering great customer...
Jun 1, 20193 minSegmentation – the key to great customer experienceCustomers are different. If we want to make them happy we have to serve them in different ways. Segmentation is the key.
May 14, 20193 minHow to monitor customer experienceRunning a check on a customer experience program has never been easier. Free tools from the likes of Survey Monkey enable you to quickly...
May 1, 20193 minWanted: more CEOs with marketing experienceHere is an interesting question for you. What is the best experience and qualifications for a CEO? As always with this type of question...
Apr 16, 20193 minWhat makes B2B customer experience different?Thirty to forty years ago people used to go to the same place for their holidays, year in and year out. People used to eat at the same...
Apr 1, 20192 minMobile phone customer experience - it sucks!Nick and I live in Manchester, England. Manchester is the U.K.'s third largest city. You would imagine that in a developed industrial...
Mar 14, 20192 minWill Willie Walsh’s pay packet improve customer experience?There was a time when British Airways called itself “the world’s favourite airline”. This was an unfortunate tagline implying that it...
Mar 1, 20192 minBanks are champions of customer service. (Not!)Just last week we read with interest an announcement by Citigroup; America's fourth largest bank in terms of its assets. It said that it...
Feb 14, 20192 minIs customer experience the answer to everything?It is said that under pressure, we revert to type. Ryanair promised to improve its customer experience back in 2014. In 2018 Ryanair was...
Feb 1, 20192 minCustomer experience as a recipe for growthWherever you are in the world, the economic base is changing. The growth we have enjoyed over the last 10 years is ended – at least for...