Why Have We Stopped Listening to Our Customers? Guest post by Stephen Hewett

Although I have spent a long time working with clients in the customer experience sector, I think it's vital that we continually challenge the way we listen to and understand our customers. Over the last few decades, as the power of the computer has increased and we can gather more and more data about customers, [...]

By |2016-09-30T06:53:23+01:00September 30th, 2016|CX Measurement, Uncategorized|1 Comment

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

The importance of EARNING authority as a Customer Experience Professional

During my career as a Customer Experience Professional, my opinions, points of views and suggestions have been rebuffed on many an occasion. I have been accused of being lots of things over those years – from being ‘emotionally immature’, to ‘ignorant’, to perhaps the most humiliating of all – ‘insignificant’! At the time, the branding of me [...]

Find, Win, Keep: A simple customer centric business strategy

I have been positively influenced by many people and organisations over the years - in fact I continue to be on a daily basis. As well as being a big believer in the principle of 'simplicity', I am also an advocate of 'shamelessly stealing' ideas that make sense to me. Maybe the utilisation of ideas [...]

Customer Experience Sustainability: don’t let your CX house fall down!

Have you ever wondered why it is still more common than not for us to have to endure experiences as a customer that fail to meet our basic expectations? On an almost daily basis, customers are faced with companies across a multitude of industries who fail to deliver promises; provide service from employees with a less [...]

“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 [...]

Customer Experience – Fact or Fiction?

Over the last few years, many experienced business people all over the world have been working hard to create, nurture and develop a brand new profession. Whilst organisations have always delivered experiences, it is only now that most are starting to recognise the importance of them. However…there is usually one of those…there are still A [...]

By |2016-01-15T12:14:21+00:00January 15th, 2016|CX Professionals, Uncategorized|3 Comments

How much!! Would you be brave enough to let customers pay you what they THINK their CX is worth?

Have you ever been in the situation where you received ‘a bill’, already feeling slightly sick at the thought of having to pay good money for an experience that failed to meet your expectations? It is unlikely that you have never faced the scenario where you paid for a product or service in the early [...]

By |2016-01-12T09:51:45+00:00January 12th, 2016|Uncategorized|1 Comment

Ryanair ‘always getting better’ – has the world’s largest international airline really changed?

Some say that I am easily confused! So it may come as no surprise that I should write a blog post with a rather confusing headline. On the one hand I am referring to a well known brand as 'the world's largest' and on the other, I am asking whether or not they have changed. [...]

TALKING is easy. STARTING is harder….. but SUSTAINING is the hardest Customer Experience challenge of all!

Do you work for an organisation that aspires to 'put the customer first'? Have you listened to senior leaders in your business talk about the importance of 'being customer centric?' Does your company have a 'value', or 'vision' or 'mission' that makes reference to 'focusing on the customer'? How many of you work for companies [...]

By |2015-04-28T10:40:12+01:00April 22nd, 2015|Uncategorized|0 Comments