Why most companies miss the biggest financial benefits of customer feedback – by Guy Letts

Customer experience is important, that much we know. Readers of this blog won’t need persuading of the link between a company’s success and a great customer experience. Happy customers stay longer, buy more, they tell their friends, and your company grows. But let them down and your revenue shrinks instead. Knowing what to do is [...]

By |2019-02-27T03:02:13+00:00February 27th, 2019|Customer retention and loyalty, CX Measurement|0 Comments

A (CX) Tale of Two Cafes, by Beth Richardson

In 1859 Charles Dickens wrote A Tale of Two Cities, where citizens rise up in revolution. As a teenager studying for A-levels, I spent many hours tearing my hair out trying to decipher it! This is not a tale of two cities, but rather of two cafes, and a quiet revolution where small businesses cannot [...]

By |2017-08-02T16:09:00+00:00August 2nd, 2017|CX Measurement, CX Strategy|0 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 [...]

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+00:00September 30th, 2016|CX Measurement, Uncategorized|1 Comment

Are you really listening to your customers? The importance of connecting with your customers through conversation

I have written and spoken many times over the last few months about the current state of customer feedback mechanisms. Whilst a number of new, innovative ways of capturing customer feedback do exist, the majority of organisations around the world continue to seek customer opinion through traditional survey techniques. It is indisputable that listening to the [...]

By |2016-07-15T08:23:57+00:00July 15th, 2016|Communication Channels, CX Measurement|0 Comments

The customer feedback experience – an experience not to be taken for granted!

Last week I made a telephone call to my bank. A routine query, I chose to pick up the phone and call with my question, rather than use any other channel open to me. Having gone through the usual number selection process (or IVR as it is known technically), I was connected to a human. [...]

By |2015-04-15T13:05:40+00:00April 15th, 2015|CX Measurement, CX Strategy|5 Comments

The customer is not always right…..BUT be careful how you respond when you think they are not!

It is very likely you have not heard of 47 King Street West - a French restaurant based in Manchester in the UK. Although you may not have heard of it, it is possible that the eatery will become infamous as an example of how NOT to respond to customer feedback. When an organisation considers [...]

Online Customer Reviews : “Sorry – Your review didn’t quite meet our guidelines”

This week I am delighted to feature a new guest blogger. Steve Drake is a Retail Director with a wealth of international and UK experience, across both the strategic and operational aspects of the customer experience mix.  His post is a personal story that questions the lack of transparency that some retailers have with their [...]

The gift that is Customer Feedback. How not to accept it by Southwest Airlines & Easyjet

Customer feedback comes in many different forms. Often sought out by companies, it can be captured via email, web pop up or telephone surveys. It can be recorded in face to face customer focus groups or received in person before, during or after an interaction with a customer. Some still leave good old-fashioned paper forms [...]