A few years ago I delivered a customer experience presentation to a large group of senior leaders within an organisation. The focus of the presentation was to enable them to focus on the significance of the things customers remember. In the hustle and bustle of the business environment, we often do not take the time [...]
I am often asked what I do for a living. This is by no means unusual. I am sure the same happens to you on a regular basis. If I had been a doctor, or lawyer, or plumber, or electrician, or nurse, or accountant, this would be an extremely simple question to answer. In fact, [...]
It was my good lady wife that drew my attention to the subject of this latest blog. 'Did you know that from this Sunday the usual trading laws have been temporarily suspended for the Olympics?' I truthfully had no idea. In fact, almost everyone I spoke to this weekend did not know either - was [...]
Unless you have been living in a cave, you will be aware of the significant issues experienced by Nat West Bank recently. Significant is definitely the word. Thousands of customers were unable to access their funds, causing untold number of problems. I heard stories on the radio of customers’ house deals falling through because they [...]
In May 2012, I was fortunate enough to be able to present at the inaugural Customer Experience Strategy Summit in London. I was asked to speak on the subject of the customer experience (CX) measurement – a subject that is very close to my heart. On Sunday, Business Reporter produced a special report on the [...]
This is Edgbaston. To those of you who are not aware, Edgbaston is the home of Warwickshire County Cricket Club in Birmingham, central England. Edgbaston is also an international cricket ground, and regularly hosts England matches against other cricketing nations. Now this blog is not about specifically about the game of cricket – I would [...]
This weekend I received an email from Starbucks. The title of the email was 'My Starbucks Idea'. I was made aware of this initiative a couple of years ago - a genuine proactive initiative to involve customers in a discussion to essentially make Starbucks better. A tool to ensure that customer feedback is used positively and [...]
