For Customer Experience Success, Avoid Putting Square Pegs in Round Holes

The sixteenth article for my column on Customer Think sees me create the longest title of the lot! During my career, every time I have had to endure…. I mean enjoy the pleasure of a job interview, I have always wondered just who should be interviewing who! Whilst most companies would make me feel that [...]

By |2016-09-21T16:21:29+01:00September 21st, 2016|CX Leadership, People, Uncategorized|0 Comments

Just tell me the truth! Who are the ‘winners’ of the ‘can customers really trust’ them Olympics?

The truth - something most humans would HOPE they are surrounded by, yet in reality are rarely exposed to. From politicians; to acquaintances (and sometimes friends); to family - the majority of people in the world will regularly be either the deliverer or receiver of a white lie. Whilst it is difficult to deny that politicians are [...]

By |2016-08-12T09:12:07+01:00August 12th, 2016|Customer retention and loyalty, People|1 Comment

Five benefits that work wonders for employee retention: by Adam Maidment

Keeping hold of staff is a tricky business. With ample opportunities to network and connect with other businesses, employers run the risk of losing their best talent. To retain staff, it’s important to provide a great company culture that makes your employees want to work for you and offer benefits which make them feel appreciated. [...]

By |2016-07-29T10:05:36+01:00July 29th, 2016|People|2 Comments

Carolyn McCall, CEO, Easyjet – An Example of a Courageous Customer Focused Leader

Over the last few years, I have contacted a number of CEOs of organisations I have personally interacted with. Although I do not intentionally seek out experiences that fail to meet my expectations, on the occasion where I have an experience that really ‘irks’ me in some way, I feel that it is necessary to [...]

“Oh when you smilin’, when you smilin’ The whole world smiles with you” – do happy customers = better customer experiences?

I make no secret of the fact that I am a fan of ‘old fashioned values’ in the delivery of great Customer Experiences. Championed by the most customer centric brands in the world, such as the Ritz Carlton, the importance yet simplicity of ‘pleases’ and ‘thank yous’ cannot be underestimated in the effect they can [...]

Communication, communication, communication! Why you cannot ‘over’ communicate when it comes to Customer Experience

I have written many times in the past about the importance of effective communication if an organisation has an intention to deliver consistently better Customer Experiences. Whilst much of my writing has been focused on the importance of the communication relationship between a company and the customer, I have not been as vocal about the almost [...]

By |2016-06-22T05:17:07+01:00June 22nd, 2016|Communication Channels, CX Strategy, People|2 Comments

Nice to meet you! How well do you know your colleagues?

I recently wrote an article for my column on CustomerThink entitled ‘How Well Do You Know Your Customer?’ – the premise was around the significance and necessity of creating customer personas. You can read the article here. If you do not want to read it, the conclusion to the article was that there is most [...]

Making the Customer Experience Magical – The Power of Surprising and Delighting Customers!

A great deal of my work as a Customer Experience Specialist involves the recounting of stories. Contrary to popular belief, not all of the stories I tell are of the negative variety! As students of Customer Experience will attest, the use of storytelling to ‘bring to life’ the benefits and consequences of ‘operationalising’ Customer Experience [...]

What can the world of business learn from Leicester City? Why teamwork and togetherness breeds success

I must start this new post by apologising to all Leicester City fans! I really hope that writing about the undeniable success of your club this year will not jinx perhaps the greatest achievement of any sports team EVER.... anywhere in the world. However, I do not apologise for taking advantage of an achievement that [...]

Go to Top