Net Promoter Score (or NPS as it is also known) has been written and spoken about thousands of times over the last few years. Whilst some see it as the simplest (and cheapest) way to capture customer feedback, others dismiss it as far too simplistic with an inability to allow the organisation using it to understand what issues [...]
This week I am delighted to feature a new guest blogger. Matt Beaumont is one of the most connected men in the UK when it comes to all things customer experience. Having spent the last few years arranging world class customer experience events, he has had to make it his business to know who has [...]
The chap in the middle of this photograph - the man in yellow dressed as a member of McDonald's crew - is in fact pretending. If you have not already guessed (and have never met me), I can confirm that the 'fake' member of the McDonald's team is indeed yours truly! Last week I was offered the [...]
It never ceases to amaze me how often I hear stories describing senior leaders lack of desire to speak to, meet or have any direct interaction with customers. Despite the fact that they are leading large teams of customer facing people, an irrational fear of coming face to face with the paying customer is more common than you might think. [...]
Complaints. All of our companies receive them. We have all at some point made one ourselves. If you caught a glimpse of the recent Channel 4 TV series called 'The Complainers' recently, you will have seen that there are a group of people who positively thrive in actively looking for ways to make complaints about [...]
Two weeks ago I wrote a blog post suggesting that Customer Experience as a concept and a reality was very much dead. Citing three 'exhibits' as evidence, I made the case for there being no hope for the profession that I am proud to be a part of. Fuelled by the simple fact that consumers [...]
This is the second Customer Experience Review I have conducted in the last couple of weeks. Two weeks ago, I wrote my first review of a hotel – Wotton House in Surrey. If you have read that review, you will already know that the experience fell a long way short of meeting my expectations (you [...]
Hangar Lane Gyratory System We all have road junctions that we hate driving in, around, or through. If you are reading this from the UK and have ever had the joy of driving around Hangar Lane in West London, you will know what I mean. An enormous multi-lane roundabout (with a Tube [...]
In my last blog, Why I Hate Sales Reps, I said my pet peeves were reps who don’t listen, don’t care about my problem, can’t be trusted, or aren’t available when needed. But some reps are different. They love their jobs and love taking care of their customers. Here are some personal examples to illustrate [...]
