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 [...]
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 [...]
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 [...]
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 [...]
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 [...]
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 [...]
Customer feedback comes in many different forms. Often sought out by companies, it can be captured via email, web pop up or telephone surveys. It can be recorded in face to face customer focus groups or received in person before, during or after an interaction with a customer. Some still leave good old-fashioned paper forms [...]
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 [...]
It is no secret that I am a fan of Twitter. A regular 'tweeter' I have grown to be a fan over the last couple of years. Not only does it allow me to get up to the minute information on essential news and sporting activity (such as the Leyton Orient score - sad but [...]
I attended a meeting recently where a senior director of a large organisation (who shall remain nameless) confidently made the following statement: ‘we are going to KILL email as a customer communication channel’ Strong words aimed at a group of executives from the world of customer service. Not a particularly customer centric statement either. However, [...]
