The future of VOC measurement – don’t let organisations do it themselves!

When it comes to the subject of Customer Experience (CX), everyone has an opinion. Differing opinions are not a bad thing – it is incredibly healthy for there to be differing perspectives on all things in this life. Whilst I will not bore you with my personal opinions on staple subjects such as politics (especially [...]

By |2018-11-23T09:50:42+00:00November 23rd, 2018|Customer retention and loyalty, CX Measurement|1 Comment

The Distance Between Prawn Crackers and Preferences in Most Customer Experiences Today. By Greg Moore, Episerver

We are all customers. We buy products and services. We buy brands. When it comes to our own organizations, however, we disconnect our consumer self with our business self. “Out in the wild” we know that our customer experience is shaped by the perception we have in each interaction with a brand.  In other words, [...]

What really makes customers happy?

Over time, several words have been used to describe the organisational focus on customers. They include: Customer Experience Customer Focus Customer Centricity Customer Service Customer Success Customer Outcomes Customer Relationship Management Customer Management I am sure you can add more to the list! The fact that there are so many variants, at least demonstrates that [...]

How NOT to survive in a disrupted world – the case study of UK retailer, FatFace

The word 'disruption' is one of the most commonly used with reference to business and commerce around the world today. It des not matter which industry your organisation is a part of, every traditional business is being challenged in ways they could never have imagined when they were founded - whether it be as long [...]

So What?! There are plenty more customers where he came from!

Since I published my new book at the end of April, I have intentionally held off adding to my social media content. In fact this post will be the first in June 2018! The hiatus in my writing does not mean I have run out of things to say on the subject of customer experience [...]

Transform or Die! Business Transformation is No Longer Optional

We live in a business world full of disruption. Whether you work in financial services, manufacturing, logistics or retail, no business today can ignore the rapid pace of change facing us all. Very much led by the never-ending advancement of digital technology, the business landscape and the challenges facing it, seem to change on a [...]

Thinking and acting in the interests of the customer. Have you enabled your people to do it?

I first started writing my blog six years ago. Since that time, I have crafted hundreds of articles – producing them, almost religiously, on a weekly basis. Regularly, I am asked how I generate the ideas behind the articles – ‘do I have a plan and schedule for the year?’. No – is the simple [...]

The Customer Experience Million Dollar Question: Will my customer come back?

I make no secret of my love for all things culinary. In fact, if I did not also have a passion for running, I would quite literally be the size of a rather large house! Like everything else we do as human beings, the 'eating out' experience is made up of several stages and touch [...]

The customer conniption! Identifying the ‘final straw’ moment

Every day, every week, every month, every year, I learn something new. It is one of the reasons I obsess with calling myself a ‘specialist’, not an ‘expert’. Specialists never stop learning and I am regularly reminded that there nuggets of knowledge waiting around every corner. A few weeks ago, a fellow Customer Experience Specialist [...]

Customer or Hostage? The unfortunate story of the UK passenger rail industry

If you happen to live in the UK and regularly have to rely on public transport to commute to and from work, the heralding of a brand spanking new year is unlikely to have filled you with much joy - from the commuting perspective that is. Travelling to and from work can rarely be described [...]