Last week I made a telephone call to my bank. A routine query, I chose to pick up the phone and call with my question, rather than use any other channel open to me. Having gone through the usual number selection process (or IVR as it is known technically), I was connected to a human. [...]
People often ask me where the inspiration for my blog posts comes from. Whilst there is no single answer to this question, I will say that the best blogs are usually those that are unplanned. In other words, I am regularly inspired by the things I see and hear - my posts will almost always [...]
'Customer Excellence is here: it's just not evenly distributed yet'. A fantastic quote that I wish I could claim was mine! Whilst it is not, I can recognise a particularly relevant and accurate quote when I see one. The quote is in fact the very first line of the executive summary of this years Nunwood UK [...]
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 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 [...]
Net Promoter Score (or NPS as it is also known) has been written and spoken about thousands of times over the last few years. Whilst some see it as the simplest (and cheapest) way to capture customer feedback, others dismiss it as far too simplistic with an inability to allow the organisation using it to understand what issues [...]
One thing is certain in the environment we live in today - innovation is essential if organisations want to achieve sustainable growth. Innovation will help ensure that our ever changing and more demanding needs as consumers are met. In this guest blog post, I am delighted to introduce you to Ben Claxton - Ben is [...]
Virgin Trains - why would you recommend them to anyone when there is no other option? I am very fortunate to work with and alongside some exceptional Customer Experience Professionals. As a specialist in the profession myself, the ability to continually learn from my peers enables my own development. Whilst I love writing [...]
As consumers, we are asked our opinions on a regular basis. On any given day we could be asked if we are happy with the product or service we have received on multiple occasions. I have often wondered if the people enquiring about our happiness (or not) are actually interested in the response. I am [...]
A few weeks ago, I decided to conduct some independent research. I wanted to know what was really important to us as customers of organisations, and was very excited to produce a blog post revealing the 'top five' things we want earlier this month - https://ijgolding.com/2013/11/06/what-do-customers-really-want-the-top-five-most-important-things-revealed/. The research asked 4 further questions: What irritates you most as [...]
