The Customer Experience Million Dollar Question: Will my customer come back?

I make no secret of my love for all things culinary. In fact, if I did not also have a passion for running, I would quite literally be the size of a rather large house! Like everything else we do as human beings, the 'eating out' experience is made up of several stages and touch [...]

The customer conniption! Identifying the ‘final straw’ moment

Every day, every week, every month, every year, I learn something new. It is one of the reasons I obsess with calling myself a ‘specialist’, not an ‘expert’. Specialists never stop learning and I am regularly reminded that there nuggets of knowledge waiting around every corner. A few weeks ago, a fellow Customer Experience Specialist [...]

Customer V Owner – Who wins? You decide! (in other words, is the customer always right?!)

I am very lucky to live in a beautiful city in the North West of England. Yes… I am not actually there as often as I would like, but when I am, I do not take for granted that my children are being raised in a lovely environment. Founded as a Roman Fort in 79 [...]

Generate Repeat Business by Providing Additional Information: Guest Post by Richard Shapiro

Without repeat business, your company will cease to exist. One of the easiest ways to generate repeat business is to answer your customer’s questions and provide additional information. When a customer asks a question, sales associates are presented with an opportunity to build a relationship with someone who is fully engaged in the purchasing process. [...]

Customer Experience: it goes both ways… or does it?!

I am often asked how I can conjure up a topic to write about on a weekly basis. Do I have a plan? Do I keep a long list of pre-defined article subjects? Is there a website to stimulate blog ideas? The answer to these questions is ‘no’! In all honesty, my writing is very [...]

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 [...]

‘Happy Birthday Mr Glodnig’!! How NOT to create a good impression with customers!

In life there are a number of certainties. The annual celebration of our birth is one of them. For me, the 6th December each and every year marks my birthday. When it comes to the world of Customer Experience, there are also a number of certainties that can be counted on. John Lewis being recognised [...]

A circle unending complete and unbroken: the Customer Experience ‘wedding ring’

At the weekend I was honoured to witness the wedding of a very dear friend of mine. It was a quite wonderful occasion from beginning to end. Those of us who have had the pleasure of attending a wedding (whether it be our own, or of others) have all seen the traditional exchange of wedding [...]

We won the argument….but lost the customer!

In a break from convention (a change is as good as a rest), I have decided this morning to write a 'blogette' - a short blog post (story) about customer loyalty. The story is inspired by one of my social media gurus - the only problem, is that I am not sure which one! It is [...]

By |2015-04-13T13:28:16+01:00August 5th, 2013|Customer retention and loyalty|8 Comments

‘Up-selling = No-selling’ – how Clarins may be damaging their customers experience

What does this picture say to you? Trust me.....this is not a trick question. Let me hit you with some suggestions. It conjures up words to me such as 'relaxing'; 'sumptuous'; 'luxurious'; 'sensual' - exactly the kind of things that would make any woman (and some men) smile if they were given a Clarins facial as a gift. [...]

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