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 [...]
Followers of my blog will know that I am keen to share others perspectives on the subject of Customer Experience when the opportunity arises. I am delighted to be able to do just that in this post. Only recently I wrote about the differences between Customer Service, Customer Experience and Customer Centricity - in the post [...]
It is difficult to deny that these three terms are becoming increasingly visible in the language of business: Customer Service Customer Experience Customer Centricity I say that they are becoming increasingly visible - in reality, organisations have been throwing them all around like 'confetti' for many years now. To a degree, all of them have merged [...]
Followers of my blog will know that I have traveled extensively over the last four years. In 2015 alone, I have visited 20 countries in Europe, Africa and Asia. In 2016, I am already scheduled to work in North America and the Middle East as well as continuing my efforts in Europe and Africa. In [...]
On occasion it feels as though certain phrases in the language of business are overused. Take ‘walking in the customers shoes’ for example. What about ‘moments of truth’? Another common one is ‘walking the talk’. Whilst the meaning behind the phrases is perfectly well intended, all too often the words and their meaning are dismissed [...]
Allow me to start this post by asking a question. Do you 'like' your Telecoms provider? It is a very simple question - it contains only 6 words - yet I believe it is a question that opens a large can of worms. Let me ask another question. Have you ever recommended your Telecoms provider [...]
Over the last few weeks, my wonderful wife Naomi and I have been having a debate about the difference between EMPATHY and SYMPATHY. Whether it be a discussion about family life or a discussion about work life, the ability to be both sympathetic and empathetic is extremely important. So what is the difference between these [...]
One of the six competencies required in the armory of all Customer Experience Professionals is defined by the Customer Experience Professionals Association (CXPA) as 'Experience Improvement & Design'. To become a Certified Customer Experience Professional (CCXP), you will need to have knowledge of the following: Design thinking and customer co-creation approaches Process improvement methodologies [...]
Over the last few weeks, I am saddened to confirm that I have been on the receiving end of some shocking customer experiences. Only recently, I wrote a post describing my shambolic experiences in Zimbabwe and South Africa. Whilst many of the issues I faced were as a result of poorly designed and managed customer [...]
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 [...]
