Doing the right things the right way. An interview with Genevieve Bruketa-Baskovic

The launch of my first book has finally become a reality! ‘Customer What? The honest and practical guide to customer experience’ was published at the end of April 2018. I would never have been able to achieve my ambition without the support of many people. A significant amount of support came via my crowdfunding campaign [...]

By | 2018-05-17T15:55:38+00:00 May 17th, 2018|CX Leadership, CX Professionals, Uncategorized|0 Comments

The Customer Experience Million Dollar Question: Will my customer come back?

I make no secret of my love for all things culinary. In fact, if I did not also have a passion for running, I would quite literally be the size of a rather large house! Like everything else we do as human beings, the 'eating out' experience is made up of several stages and touch [...]

Customer Experience 2017 Reality Check – Evolution or Revolution?

This post is part of the Customer Experience Professionals Association’s Blog Carnival celebrating customer experience. It’s part of a broader celebration of Customer Experience Day 2017. Check out posts from other bloggers at the blog carnival. And learn more about CX Day at: http://cxday.org On the 3rd October 2017, the world will once again celebrate [...]

By | 2017-10-03T05:35:54+00:00 October 3rd, 2017|CX Leadership, CX Professionals, CX Strategy, Uncategorized|0 Comments

6 Things All Customer Centric Leaders Do

Looking back through my articles over the last few months, a great number have made the connection between strong, customer centric leadership and the ability to drive an effective and sustainable approach to Customer Experience. It is no secret that I am a huge admirer of Jeff Bezos, the founder of Amazon – in May [...]

The Customer Experience Reality Check! The case of Manchester Airport

Resignation. Sufferance. Tolerance. Three words from the English dictionary. Three words that you would not typically want to associate with the subject of Customer Experience. Yet these three words are the ones that regularly go through my mind when I interact with organisations that if I had the choice, I would much rather NOT interact [...]

Customer Experience Benchmarking: beware how you use it!

If you have read my articles in the past, you will know that I am an ardent fan of investigating the definitions of certain words and phrases. Yesterday, I had the pleasure of participating as a judge at the International Business Excellence Awards in Dubai. One of the awards entrants used the word 'benchmarking', multiple [...]

Engaging Your People in Customer Experience Improvement Activity: 6 Key Questions 

In this, my exclusive column for CustomerThink, I continue to explore in detail my perspective on seven ‘tips’ that will enable any organisation to become genuinely customer centric. It is important to stress that the ‘tips’ are in no particular order – tip number four is no less important than tip number one – although [...]

By | 2017-03-20T13:22:16+00:00 March 20th, 2017|CX Leadership, People, Uncategorized|1 Comment

The cost of NOT focusing on Customer Experience

Last night, I received an email from a good friend of mine asking for my input into a question they had been asked by the senior leadership team of their organisation. The question was as follows: What value has our business experienced as a result of all the Customer Experience (CX) work that has been done? [...]

Customer Experience in 2017 – Collaborate, Educate, Simplify and Focus!

New Years Resolutions. Three simple words - simple words that many people all around the world have uttered at some point in their lives! As we usher in a new year, it is the perfect occasion for everyone to consider what they could/should/need to do differently in the forthcoming days, weeks and months. I, like [...]

By | 2017-01-05T08:15:26+00:00 January 4th, 2017|CX Professionals, CX Strategy, Uncategorized|3 Comments

How NOT to ask for customer feedback: a shocking example from Sky TV

Having been involved in the world of Customer Experience for many years, nothing should really surprise me - I have very much witnessed the good, the bad and the ugly of business behaviour. However (there is usually one of those in my posts!!), every now and then, something happens to me or someone in my network [...]