CEMantica – turning sticky notes into actionable insights

For over eight  years now, I have been travelling around the globe, sharing knowledge with people on how to deliver the customer experience (CX) as robustly and effectively as possible. It has been an amazing, if not exhausting, journey. I have met thousands of committed and dedicated professionals who are passionate about doing what is [...]

Customer Journey Mapping – are ‘static’ maps a waste of time and money?

If you have ever heard me speak, or read something I have ‘penned’, you will know that I am a huge believer in the application of the ‘science’ of customer experience – an understanding of; and the ability to apply; the competencies that sit behind the profession that customer experience has become. Customer journey mapping [...]

Outsourcing: where did I go wrong? – by Tim Sunley

Do you remember the word “mankind”? personally I am a supporter of using the gender neutral “humankind” and can see how, regardless of my underlying motivation, using a different word can have a significant impact on the reader. Let’s be clear though, a word change doesn’t automatically result in a change of heart/attitude/ language. But [...]

By |2019-01-24T03:14:46+00:00January 24th, 2019|CX Leadership, CX Strategy, General, Technology|1 Comment

Dare to be Different – The ‘Dignity in Diversity’ of Customer Experience

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 [...]

Loyalty Schemes: do they really work?

As we near the peak of the festive season, there are a number of annual rituals that I look forward to undertaking. Once presents have been opened and copious amounts of food and drink consumed, I settle in to the relative calm of the five days that separate Christmas and New Year. I have often [...]

By |2015-04-13T15:24:17+01:00December 22nd, 2014|Customer retention and loyalty, General|5 Comments

Who will be the next ‘United Breaks Guitars’? Don’t let it be you!

In 2008, Dave Carroll's guitar was broken by United Airlines. Unbeknown to United at the time, Dave Carroll is a Canadian musician and a member of the band 'Sons of Maxwell'. As a result of the lack of desire demonstrated by United to deal with the issue, Dave felt that his only option was to [...]

By |2015-04-13T15:27:05+01:00November 28th, 2014|General|2 Comments

Guest Post: 5 Customer Service Tactics to Increase Sales You Didn’t Know

I am delighted to introduce another new guest blogger to you this week. Naomi Shaw is a stay-at-home mom from Southern California. After being a stay-at-home mom for seven years she works full-time as a freelance writer. She enjoys blogging about mommy tips and DIY crafts providing insight, advice and more! Naomi and I very much hope you [...]

By |2015-04-13T13:22:58+01:00March 13th, 2014|General|2 Comments

Customers; Colleagues; Shareholders. Which one should your business put first?

At first glance, the title of this blog post may seem like a simple question. In fact, the order of the three key 'stakeholders' responsible for delivering customer experiences naturally exploded from the keyboard in the order that you see them. Does that mean that 'Customer 1st' is the right answer? If it is, this [...]

By |2015-04-13T13:23:20+01:00February 26th, 2014|CX Strategy, General, People|6 Comments

London Underground – the case study for business transformation

If you live or have been in London for the last two days, it will not have escaped your notice that something unusual is happening. Two trade unions who represent some London Underground staff have sparked a 48 hour strike in response to their disagreement with London Underground management over planned ticket office closures and [...]

By |2015-04-13T13:23:42+01:00February 6th, 2014|Customer Journeys, General, Travel|3 Comments

What are we in service to? Do you take action when you are ‘told’ to do something or when you ‘feel’ moved to do it?

Sometimes we are fortunate to meet people that we really connect with. We meet people who do not just interest and inspire us, but make us feel completely comfortable and at ease. In my experience, meeting people like this is not common, but when it happens - you will know - you will feel it. I [...]

By |2015-04-13T13:24:06+01:00January 30th, 2014|CX Professionals, General, People|0 Comments