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+01:00October 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 [...]

Are you really listening to your customers? The importance of connecting with your customers through conversation

I have written and spoken many times over the last few months about the current state of customer feedback mechanisms. Whilst a number of new, innovative ways of capturing customer feedback do exist, the majority of organisations around the world continue to seek customer opinion through traditional survey techniques. It is indisputable that listening to the [...]

By |2016-07-15T08:23:57+01:00July 15th, 2016|Communication Channels, CX Measurement|0 Comments

Communication, communication, communication! Why you cannot ‘over’ communicate when it comes to Customer Experience

I have written many times in the past about the importance of effective communication if an organisation has an intention to deliver consistently better Customer Experiences. Whilst much of my writing has been focused on the importance of the communication relationship between a company and the customer, I have not been as vocal about the almost [...]

By |2016-06-22T05:17:07+01:00June 22nd, 2016|Communication Channels, CX Strategy, People|2 Comments

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+00:00March 24th, 2016|Channels, Communication Channels, Social Media|1 Comment

Customer Centric Culture – putting theory into practice

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. I speak and write regularly about the increasing addition of the word ‘customer’ to the typical vocabulary of business leaders. CUSTOMER service; CUSTOMER [...]

Communication & collaboration: essential ingredients for all great Customer Experiences

On Monday this week I had the absolute pleasure of spending a couple of hours talking about the subject I like best - you guessed it - Customer Experience. I have to admit that I do not need an excuse to talk about my passion, so when my good friend and respected Customer Experience Specialist, [...]

By |2016-03-01T20:40:55+00:00March 1st, 2016|Communication Channels, CX Professionals, People|1 Comment

Going the Extra Mile — The Difference Between Just Doing a Job and Genuinely Engaging with the Customer

On occasion it feels as though certain phrases in the language of business are overused. Take ‘walking in the customers shoes’ for example. What about ‘moments of truth’? Another common one is ‘walking the talk’. Whilst the meaning behind the phrases is perfectly well intended, all too often the words and their meaning are dismissed [...]

Broken Promises: the easiest way to destroy the Customer Experience!

When it comes to the subject of Customer Experience, there is one thing I can say with absolute certainty - if you make a promise or a commitment to a customer, you had better keep it! Telling a customer you are going to do something is as good as making a solemn vow. Making a [...]