In my exclusive column for CustomerThink in October 2016, I shared my ‘top tips’ for creating the right culture to enable an organisation to become genuinely customer centric. Whilst the list of seven things is by no means exhaustive, in my experience, together they provide a remarkably solid foundation to embedding the right environment and [...]
During my career as a Customer Experience Professional, my opinions, points of views and suggestions have been rebuffed on many an occasion. I have been accused of being lots of things over those years – from being ‘emotionally immature’, to ‘ignorant’, to perhaps the most humiliating of all – ‘insignificant’! At the time, the branding of me [...]
Have you ever wondered why it is still more common than not for us to have to endure experiences as a customer that fail to meet our basic expectations? On an almost daily basis, customers are faced with companies across a multitude of industries who fail to deliver promises; provide service from employees with a less [...]
When it comes to the profession that Customer Experience has now become, one of the most important and significant competencies required by all organisations is that of measurement. The ability of a company to robustly and continuously capture a ‘fact based’ understanding of how capable they are of meeting customer needs and expectations is critical [...]
I am extremely fortunate to be able to travel the world talking to anyone who will listen about the importance and significance of Customer Experience. Last week, I was asked to talk about the subject with Tim Elliott - presenter of the Drive Time radio show for Dubai Eye in the United Arab Emirates. It [...]
As we approach the end of another calendar year, like many Customer Experience Specialists, I am asked a number of 'annual cyclical' questions that ask for my opinion on a number of things. One of those things is related to my key Customer Experience learning's for the year. I am not going to bore you with [...]
It is difficult to deny that these three terms are becoming increasingly visible in the language of business: Customer Service Customer Experience Customer Centricity I say that they are becoming increasingly visible - in reality, organisations have been throwing them all around like 'confetti' for many years now. To a degree, all of them have merged [...]
One of the six competencies required in the armory of all Customer Experience Professionals is defined by the Customer Experience Professionals Association (CXPA) as 'Experience Improvement & Design'. To become a Certified Customer Experience Professional (CCXP), you will need to have knowledge of the following: Design thinking and customer co-creation approaches Process improvement methodologies [...]
Over the last few weeks, I am saddened to confirm that I have been on the receiving end of some shocking customer experiences. Only recently, I wrote a post describing my shambolic experiences in Zimbabwe and South Africa. Whilst many of the issues I faced were as a result of poorly designed and managed customer [...]
I have been saying for a long time now that the reason organisations exist is to 'fulfill a purpose'. Sadly, many consciously and some unconsciously, believe that the reason their organisation exists is 'to make money'. I wholeheartedly disagree. The mantra that I impart on to anyone who will listen is as follows: No commercial [...]
