I am still regularly asked if this 'Customer Experience thing' is really a 'thing' at all. Despite the growing waves of publicly available evidence that proves the positive effect a customer centric approach to business can have - and specifically the effect it has on financial performance - there will always be the doubters! As [...]
One of my Fathers most memorable quotes when I was a young boy was 'engage your brain before opening your mouth!' - I am unlikely to be the only adult who was given this type of advice in their youth! Talking from the heart; saying what I want to say; saying what I believe in; [...]
It is extremely likely that we have all heard the phrase 'an elephant never forgets' at some point in our lives. Like many well known sayings, it is also likely that you have never questioned whether or not this is actually true. According to many resources, the saying is pretty accurate - have a read [...]
I consider myself remarkably fortunate to do the things I do. One of the great pleasures of interacting with so many organisations is that I get to meet some amazing people..... some amazing leaders. Many of you will have heard or read about my Grandma - Pauline Golding. Those of you who have not, you [...]
Over the last 22 years - yes I am that old - I have sat through an immeasurable number of business meetings. Team meetings; leadership meetings; board meetings (or should I say bored meetings); entire company meetings. I have to say, when I was a child, I was fascinated by the 'mystique' of the very [...]
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 [...]
When it comes to delivering consistently good Customer Experiences, it appears as though bigger is definitely not necessarily better! Over the last decade, independent businesses have increasingly struggled to battle against the ever-growing tide of the corporate world. With more money, resources and power, there are not many countries on the planet who have seen [...]
Followers of my blog will know that I am keen to share others perspectives on the subject of Customer Experience when the opportunity arises. I am delighted to be able to do just that in this post. Only recently I wrote about the differences between Customer Service, Customer Experience and Customer Centricity - in the post [...]
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 [...]
Followers of my blog will know that I have traveled extensively over the last four years. In 2015 alone, I have visited 20 countries in Europe, Africa and Asia. In 2016, I am already scheduled to work in North America and the Middle East as well as continuing my efforts in Europe and Africa. In [...]
