If I am asked my opinion of the state of Customer Experience around the world, I make a number of rather bold statements. For example, I believe that whilst most organisations are now capturing and measuring Voice of the Customer in some way, the vast majority are measuring it incorrectly or badly. A bold statement [...]
Before I start this post, I must first make a couple of sincere apologies. As a result of travelling a great deal, I often write about my experiences of doing so. Some of the best and worst experiences I have ever had have been whilst travelling. I acknowledge how lucky I am to go to [...]
I am the first to acknowledge that in life and in business things go wrong. Nothing is ever 100% perfect. We have always lived on a planet where recovery, apology and compromise have become a part of the way humans interact. Anyone who expects perfection will only end up disappointed - although I may come across [...]
Energy companies. We all have to interact with them. It is difficult to find a consumer who likes them. In my daily dealings with friends, colleagues and clients, all too often the name of an energy business will creep in to the conversation - almost always in a negative context. Why is it that an industry [...]
I often have to remind myself that I am in a privileged position in my chosen profession. I am privileged because a multitude of organisations welcome me in to their inner sanctum to help them in their quest to become more customer centric. This enables me to continue my path on a never ending journey [...]
As someone who spends his life eating, talking, breathing, writing and generally living everything to do with Customer Experience, it is inevitable that on occasion I may get tagged as a serial 'moaner'. It is true to say that I often highlight the less than palatable experiences I encounter. However, I am just as quick [...]
