5 Ways to Build More Trust Online With Customers – by Amy Barton

When you run a business, there are always many growth strategies likely to be going through your head at any time, from marketing and sales ideas, through to increasing productivity, adding new team members, or creating or sourcing more of the products or services your customers want. However, one area that many entrepreneurs don’t spend [...]

By | 2016-10-28T14:19:39+00:00 October 28th, 2016|Channels, Communication Channels, Technology|0 Comments

Over-engineering the Customer Experience – ‘Digital’ is not the answer to everything!

This article was originally written for my exclusive column on mycustomer.com – a hugely valuable and rich resource of information, expertise and inspiration for CX Professionals. You can find the original article here. Unless you have been living in a cave for the last twenty years, it will not have escaped your notice that the world [...]

By | 2016-06-07T17:26:45+00:00 June 7th, 2016|Channels, Customer Journeys, CX Strategy|1 Comment

Why businesses need to use social media as a customer service channel by Elena Lockett

Is it just me or do you find it weird when you search for someone on social media and you can’t find them? The same goes for businesses. If you don’t offer your customers numerous ways to contact you, the likelihood is the customer’s opinion of you is going to go down. Even if you [...]

By | 2016-03-24T14:24:40+00:00 March 24th, 2016|Channels, Communication Channels, Social Media|1 Comment

Guest Post – How Contact Centres can Better Influence the End-to-End Customer Experience

We all know how challenging customer experience management has become these past few years. Now that most customers use a number of disjointed platforms to interact with companies, contact centres face the challenge of building and maintaining a consistent experience across multiple touch points and channels. We live in an age where the power is [...]

By | 2015-06-30T08:19:06+00:00 June 30th, 2015|Channels, Communication Channels|0 Comments

Guest post – Do not judge a contact centre by its accent!

I remember reading a customer complaint letter whilst I was working with a large UK retailer. The complaints that were listed were all valid and well articulated, yet it was the final comment that sticks in my mind. It was along the lines of, “and when are you going to close down your Indian call [...]

By | 2015-06-01T12:28:13+00:00 March 19th, 2015|Channels, Communication Channels, People|0 Comments

Shopper Centricity: re-designing the high street store customer experience

This is not the first time I have written about bricks and mortar retail stores. The British high street has been under significant pressure for many years now - I have documented its demise since I started writing three years ago - you can read my opinions in the following posts: I’m not paying to [...]

By | 2015-04-13T13:13:57+00:00 March 17th, 2015|Channels, Customer Journeys, CX Strategy, Retail, Technology|0 Comments

Falling out of love with John Lewis – even the best find it tough to deliver consistently good customer experiences

This is not the first time I have written about John Lewis. A British retailer recognised by many as the epitome of a people (customers and employees) focused brand, their challenge for a long time has been to maintain their position as a Customer Experience leader for others to look up to and admire. Founded [...]

The big ‘Wi-Fi’ conundrum: a way to make money or a way to give customers what they need?

Maslow's Hierarchy of needs  is a psychological theory proposed by Abraham Maslow in his 1943 paper "A Theory of Human Motivation". The theory is most commonly portrayed in the shape of a pyramid with the largest, most fundamental levels of human needs at the bottom and with the ultimate need for self-actualization at the top. 71 years [...]

1914 Vs 2014: When was the best time to be a customer?

Two years ago my family and I were fortunate and honoured to participate in a BBC1 'living history' programme called Turn Back Time: the Family. An experience like no other, we were transported back in time to the turn of the 20th century to find out how life was like for our ancestors. The essence [...]

By | 2015-04-13T15:32:52+00:00 October 31st, 2014|Channels, Customer Journeys, Retail|3 Comments

Customer Empathy – ignore it at your peril!

Have you ever looked up the definition of the word Empathy? I would suspect that you have not! It is not often that we take the time to read dictionaries!! If you read the definition above, it is also likely that you will find it difficult to correlate many of the words used with organisations [...]