Customer unhappiness and how to create it. A masterclass by Emirates

Before I even start this article, I must make it clear that Emirates are not the only airline to make customers unhappy. In fact, they are far from being alone in any industry around the world at creating masterclasses in customer dissatisfaction. The airline industry does seem to excel at providing examples of shocking and [...]

How to Make Your Customers Actually Like Your Email Communications

Email marketing is the digital equivalent of direct-mail marketing and in spite of social media’s recent rise in the marketing and communications department, it continues to produce results. However, surveys have shown that certain businesses enjoy significantly higher click through and conversion rates with their emails than others. Obviously, they do things in a different [...]

By |2017-08-13T17:40:23+00:00August 13th, 2017|Communication Channels|0 Comments

Generate Repeat Business by Providing Additional Information: Guest Post by Richard Shapiro

Without repeat business, your company will cease to exist. One of the easiest ways to generate repeat business is to answer your customer’s questions and provide additional information. When a customer asks a question, sales associates are presented with an opportunity to build a relationship with someone who is fully engaged in the purchasing process. [...]

Is your ego making customers switch off? Guest post by Nigel Owen

Picture a room full of strangers at a party you’ve just arrived at, as you walk in there’s one voice you can hear above the rest, bragging about how they have the biggest house, the fastest car, the best job. Are you going to want to talk to that person? No – who wants to [...]

How Getting Recognition and Building Authority Can Advance Your Customer-Centric Culture 

When I first conceived the idea for the article I wrote in my exclusive CustomerThink column in October 2016, I did not think I would be able to continue writing about the subject matter, seven months later! My seven ‘tips’ that will enable any organisation to become genuinely customer centric, have allowed me to share [...]

Communication — Essential to Creating and Sustaining a Customer-Centric Culture 

  Over the last few months, I have been exploring in detail my perspective on seven ‘tips’ that will enable any organisation to become genuinely customer centric. Each article has taken me on a personal journey, delving into my own experiences of putting into practice (with varying degrees of success), the things I continue to [...]

Customer Experience – that’s all just fluffy nonsense, isn’t it?

For much of my career, I, like many of my peers, have had to suffer what I like to call the 'rolling eyes phenomenon' on numerous occasions. Usually (although not exclusively) the domain of men and women working for organisations in senior roles, the 'rolling eye phenomenon' often occurs when someone like me, a Customer [...]

The Role of Digital in Customer Experience, by Sandeep Kuvvarapu

The customer has always been at the heart of every business, be it a street vendor selling hot dogs or a multi-national firm selling a wide range of products. All business have taken necessary measures, so that customers become loyal, provide repeat business, and advocate their products & brand - thereby increasing the customer base. Business mantras [...]

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+00:00October 28th, 2016|Channels, Communication Channels, Technology|0 Comments

Carolyn McCall, CEO, Easyjet – An Example of a Courageous Customer Focused Leader

Over the last few years, I have contacted a number of CEOs of organisations I have personally interacted with. Although I do not intentionally seek out experiences that fail to meet my expectations, on the occasion where I have an experience that really ‘irks’ me in some way, I feel that it is necessary to [...]