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 [...]
If you have read my articles in the past, you will know that I am an ardent fan of investigating the definitions of certain words and phrases. Yesterday, I had the pleasure of participating as a judge at the International Business Excellence Awards in Dubai. One of the awards entrants used the word 'benchmarking', multiple [...]
Verified by Visa – security or stupidity? Are we unintentionally making customer experiences too inaccessible?
As a consumer, there are occasions when I am interacting with an organisation that my heart genuinely sinks. There are times when I think to myself, 'oh no - not again'. Sometimes I will even express my despair out loud. More often than not, the cause of my anguish is driven by poor customer service. [...]
I have always been a little mystified by First Direct. Firstly, it is a bank. What is there to get excited about when it comes to banks? I am one of many who unfortunately has become very apathetic towards banks - I just do not care about them. This may surprise many people - but [...]