One of my Fathers most memorable quotes when I was a young boy was 'engage your brain before opening your mouth!' - I am unlikely to be the only adult who was given this type of advice in their youth! Talking from the heart; saying what I want to say; saying what I believe in; [...]
It is with great pleasure that I enter my second calendar year as a CustomerThink Advisor. This year the focus of my exclusive column is evolving – from a generic view of the importance of doing the right thing, for customers and employees to a more specific focus on skills. In 2016, this column will [...]
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 [...]
How do you become a Customer Experience Professional? I cannot imagine that there are young children all over the world who wake up dreaming of becoming one!! I personally wanted to be a police officer when I was a little boy - my life did not quite work out like that! I think it is [...]
This article was originally written for my exclusive column on mycustomer.com - a hugely valuable and rich resource of information, expertise and inspiration for CX Professionals. You can find the original article here. I want to start my inaugural exclusive column for MyCustomer by stating how very proud I am to call myself a customer experience [...]
Over the last 22 years - yes I am that old - I have sat through an immeasurable number of business meetings. Team meetings; leadership meetings; board meetings (or should I say bored meetings); entire company meetings. I have to say, when I was a child, I was fascinated by the 'mystique' of the very [...]
I think it is fair to say that the US is first to adopt and introduce many ‘things’ to the world. Whilst it is obviously not the only nation to invent and create; many innovations – especially those related to business and management principles - are very much led by US based organisations first. This [...]
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 [...]
As fireworks lit up the night sky all around the world to welcome in another new year, millions of people were already deciding to commit to resolutions for the coming twelve months. Some resolutions were related to personal health and well-being. Some were financially related. Almost all of them will signify goals or challenges that must [...]
As we approach the end of another calendar year, like many Customer Experience Specialists, I am asked a number of 'annual cyclical' questions that ask for my opinion on a number of things. One of those things is related to my key Customer Experience learning's for the year. I am not going to bore you with [...]
