As a consumer, there are occasions when I am interacting with an organisation that my heart genuinely sinks. There are times when I think to myself, 'oh no - not again'. Sometimes I will even express my despair out loud. More often than not, the cause of my anguish is driven by poor customer service. [...]
Virgin Trains - why would you recommend them to anyone when there is no other option? I am very fortunate to work with and alongside some exceptional Customer Experience Professionals. As a specialist in the profession myself, the ability to continually learn from my peers enables my own development. Whilst I love writing [...]
I sometimes come across stories that make me question whether or not the principle of 'customer experience' is even scratching the surface in society today. Stories that make me question whether or not organisations we transact with on a daily basis even know what is happening to us as we part with our hard earned [...]
I am delighted to have co-authored my first white paper with the University of Exeter Business School. The white paper reports on the results of a two-year research project that investigated how leading financial services (FS) organisations design and improve the customer experience. The research was led by Fred Ponsignon, a Research Fellow in Service [...]
I am delighted to introduce another new guest blogger to you this week. Naomi Shaw is a stay-at-home mom from Southern California. After being a stay-at-home mom for seven years she works full-time as a freelance writer. She enjoys blogging about mommy tips and DIY crafts providing insight, advice and more! Naomi and I very much hope you [...]
As consumers, we are asked our opinions on a regular basis. On any given day we could be asked if we are happy with the product or service we have received on multiple occasions. I have often wondered if the people enquiring about our happiness (or not) are actually interested in the response. I am [...]
I am asked many questions about customer experience on a weekly basis. Some questions are delivered face to face, others are in the virtual world. Whilst most questions are different, one or two sit in the box of 'most frequently asked'. One question that is firmly in this box is: Who in an organisation should [...]
