Acknowledge, Apologise, Address – the 3 A’s of dealing with mistakes!

I have sometimes been accused of intentionally looking for the bad things that organisations do to customers. Whilst it is true to say that I often describe experiences that are a long way from meeting customer expectation, I never actively seek out the negative. If I am guilty of anything, it is of reporting the [...]

Are you really ready? The Customer Experience Readiness Scale

Have you ever wondered whether there is really any hope for your organisation? Have you ever turned up one day wondering if you are the only person in the building who really gets it? Are you the only person who understands that the organisation needs to do something different to genuinely put its customers first? [...]

By |2015-04-13T13:30:18+01:00June 24th, 2013|CX Professionals, CX Strategy|2 Comments
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