This week I am delighted to feature a new guest blogger. Steve Drake is a Retail Director with a wealth of international and UK experience, across both the strategic and operational aspects of the customer experience mix. His post is a personal story that questions the lack of transparency that some retailers have with their [...]
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 [...]
I have sometimes been accused of intentionally looking for the bad things that organisations do to customers. Whilst it is true to say that I often describe experiences that are a long way from meeting customer expectation, I never actively seek out the negative. If I am guilty of anything, it is of reporting the [...]
I am delighted to introduce a new guest blogger this week - Tim Dixon-Phillip, Director of Service Reality. In his post, Tim talks about the term 'Profit Leakage' - as you take the time to read it, you will recognise where many organisations are experiencing it!! I hope you enjoy the post as much as [...]
This week I am delighted to feature a new guest blogger. Matt Beaumont is one of the most connected men in the UK when it comes to all things customer experience. Having spent the last few years arranging world class customer experience events, he has had to make it his business to know who has [...]
It never ceases to amaze me how often I hear stories describing senior leaders lack of desire to speak to, meet or have any direct interaction with customers. Despite the fact that they are leading large teams of customer facing people, an irrational fear of coming face to face with the paying customer is more common than you might think. [...]
Complaints. All of our companies receive them. We have all at some point made one ourselves. If you caught a glimpse of the recent Channel 4 TV series called 'The Complainers' recently, you will have seen that there are a group of people who positively thrive in actively looking for ways to make complaints about [...]
Five years ago I attended a Customer Service conference. One of the topics on the agenda was Social Media – I cannot remember the specifics of the title or content, but can confidently say that the essence of the presentation was all about the creation and adoption of social media strategy. Fast forward to 2014, [...]
It is difficult to find anyone who does not like John Lewis. It is difficult to find anyone who does not trust John Lewis. The UK department store with the distinctive green and white logo has been the undisputed retail King of customer satisfaction for many many years. In my 42nd year, I can still recall as though [...]
Every now and then, articles in the news catch my eye - usually because they have an undoubtable link to the world of customer experience. Whilst I like to think that I have an opinion on most things, there are times when I feel that others are more qualified to talk about certain topics than [...]
