2013 has been the first full year for me as a full-time blogger. I continue to be very humbled by the kind words and comments that people leave on the blog and other social media channels. I started blogging because I wanted to write down the things that I have always thought. The blog enables [...]
Are you passionate about Customer Experience? Do you believe that organisations should be 'customer led'? Do you work in the field of customer service of customer experience? Do you want to be recognised for your skill set, knowledge and expertise as a customer experience professional? If you have answered 'yes' to all of these questions, [...]
This is a tale that readers of my blog are likely to empathise with. It is a tale of large organisations who purport to talk of delivering 'world class' customer service, and continuously improving customer experiences. It is a tale which shows that however hard they convince themselves that they are 'customer focussed', they still [...]
I am often asked where my passion for 'the customer' came from. Where did the motivation to focus my career on helping organisations deliver better customer experiences originate? Well like it or not, we are all the product of our parents. Most of the time that is a wonderful thing - some of the time [...]
It may have escaped your notice, but it appears as though Christmas is coming. The eagle-eyed among us will have noticed Christmas displays being erected as early as August in some retail locations, but it is not until November that the commercial Christmas bandwagon really get's rolling. By the time we reach the first [...]
