The current state of Customer Experience in Retail: The ForeSee Experience Index (FXI)

The business world as we have always known it is changing. Many would argue that is always has been - changing that is. Since the dawn of time, human beings have been interacting with each other, exchanging money for goods and services. Only yesterday, a contact of mine shared an article with me about, what [...]

By |2018-08-30T08:13:54+00:00August 30th, 2018|Customer Journeys, CX Measurement, CX Strategy, Retail|0 Comments

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 [...]

Waterstones – Is it right to do whatever it takes to improve the business AND the Customer Experience?

I like writing articles that pose a question in the title. When I read articles written by others who also use this technique, I am very tempted to answer the question before reading any further. If you have done just that on this occasion, what was your answer? If you answered 'yes'; or, 'of course'; [...]

Irrelevance & Ignorance? NPower, BHS & Moonpig add fuel to the CX Fire!

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 [...]

They say elephants never forget… but what about customers?

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 [...]

Personal; Reliable; Trusting – Customer Experience Lessons from Independent Businesses

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 [...]

Broken Promises: the easiest way to destroy the Customer Experience!

When it comes to the subject of Customer Experience, there is one thing I can say with absolute certainty - if you make a promise or a commitment to a customer, you had better keep it! Telling a customer you are going to do something is as good as making a solemn vow. Making a [...]

Authenticity – the key to unlocking the greatest Customer Experiences? Featuring case studies from Weleda and Old Mutual Zimbabwe

Over the last few years I have become a bit of a 'closet geek' when it comes to dictionary definitions! It is not often that you choose to pick up a dictionary (or search online these days) to discover the true meaning of a word, but I am becoming increasingly drawn to needing to know [...]

How to turn a great customer experience into a terrible one: Hammonds, the fitted furniture company

I am often asked how I find so much to write about on the subject of Customer Experience. Happily and sadly too many organisations make it very easy. So many of us experience great things (less so) and awful things (too often) on a regular basis, that I am inundated with stories that bring to [...]

Just because its LEGAL, does not mean its RIGHT! The importance of openness & transparency in Customer Experience

There are many things that have bugged me for many years when it comes to Customer Experiences that I have had as a consumer. Although I recognise I may not be your average 'customer', a lot of the things that bug me, also bug others. For example, it is very common for me to be [...]