Is your organisation interconnected? The employee – customer chain

I am extremely fortunate to be afforded the opportunity to share my knowledge and passion all over the world. This year, the number of countries I have worked in over the last 6 years will hit the 40 mark. However, whilst I will never take for granted how lucky I am being able to travel [...]

With customer experience design, functional is good. But don’t stop there – by Beth Richardson

"Focus on the whole journey, not just the transaction".  In the world of Customer Experience (CX) you will hear this phrase frequently.  But what does it mean? It’s the difference between a task and a purpose.  The difference between a user story like the one above, and meeting a customer's overall goal.  It is important to [...]

Experience the Experience: Walking in the Shoes of Your Customers and Employees

In this post, I continue to explore my tips to create a customer-centric culture. Experiencing both your employee AND customer journeys is a vital component that contributes to an organisation developing and sustaining everyone’s focus on the customer and each other. Last year, I said the following on this subject (among other things): “If a [...]

By |2017-03-06T16:29:21+00:00March 6th, 2017|Customer Journeys, CX Leadership, People, Recovery|2 Comments

How to Embed a Customer Experience Framework 

In my exclusive column for CustomerThink in October 2016, I shared my ‘top tips’ for creating the right culture to enable an organisation to become genuinely customer centric. Whilst the list of seven things is by no means exhaustive, in my experience, together they provide a remarkably solid foundation to embedding the right environment and [...]

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 [...]

Nice to meet you! How well do you know your colleagues?

I recently wrote an article for my column on CustomerThink entitled ‘How Well Do You Know Your Customer?’ – the premise was around the significance and necessity of creating customer personas. You can read the article here. If you do not want to read it, the conclusion to the article was that there is most [...]

Customer Experience Measurement – Why it is Vitally Important BUT Badly Done!

When it comes to the profession that Customer Experience has now become, one of the most important and significant competencies required by all organisations is that of measurement. The ability of a company to robustly and continuously capture a ‘fact based’ understanding of how capable they are of meeting customer needs and expectations is critical [...]

‘I am a Customer’ – Guest Post written by and in memory of Sean Tomlinson

It is with a very heavy heart that I publish this blog today. A few weeks ago, Customer Experience Specialist and CCXP, Sean Tomlinson, was kind enough to send it to me. Tragically, Sean passed away at the end of April. I have decided to publish the blog in his memory - I know that [...]

Irrelevance & Ignorance? NPower, BHS & Moonpig add fuel to the CX Fire!

I am still regularly asked if this 'Customer Experience thing' is really a 'thing' at all. Despite the growing waves of publicly available evidence that proves the positive effect a customer centric approach to business can have - and specifically the effect it has on financial performance - there will always be the doubters! As [...]

Do you know what ‘it’ feels like? Why experiencing your customer AND employee journeys is so important!

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 [...]