At first glance, the title of this blog post may seem like a simple question. In fact, the order of the three key 'stakeholders' responsible for delivering customer experiences naturally exploded from the keyboard in the order that you see them. Does that mean that 'Customer 1st' is the right answer? If it is, this [...]
Customer centric organisations tend to have a number of things in common. They typically have management teams who collectively believe in the importance of doing things with customers interests firmly in mind. They usually design their customer journey(s) to meet and exceed customer expectation. They often recognise that getting things wrong may happen, but that correcting them is [...]
In the second of her guest blog posts, Sophia Wright takes us on a journey through the ever changing world of customer service - there are some great stats in here making it well worth a few minutes of your time: If you have a complaint or a question for a company, where is the [...]
Regular readers of my blog know that I often write about experiences of my own. I am a huge believer in using story telling as a way of bringing to life the principles of customer experience. Stories help explain what the theory really means, and are an extremely effective way of educating and influencing friends, colleagues [...]
If you live or have been in London for the last two days, it will not have escaped your notice that something unusual is happening. Two trade unions who represent some London Underground staff have sparked a 48 hour strike in response to their disagreement with London Underground management over planned ticket office closures and [...]
Have you heard the term 'customer journey'? Silly question eh? It is becoming increasingly difficult to find anyone in business who has not heard the term. Hearing it and understanding it do not necessarily come hand in hand though. Whilst many hear 'customer journey' banded about as a term, there is still a very long [...]
