Dave Carroll Archives

Lack of Common Sense: Continuing to Destroy Customer Experiences Around the World!
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Lack of Common Sense: Continuing to Destroy Customer Experiences Around the World!

Customer Journeys, Customer retention and loyalty, CX Leadership, People, Recovery

Lack of Common Sense: Continuing to Destroy Customer Experiences Around the World!

In April 2014, I wrote an article entitled, 'Common Sense - The Not So Magic Customer Experience Ingredient' - If you did not, or do not want to read it, I told two quite ridiculous tales of the lack of application of common sense. In truth, I could have written a 500,000 word white paper listing hundreds [...]

By Ian Golding|2017-05-10T12:57:43+01:00April 25th, 2017|Customer Journeys, Customer retention and loyalty, CX Leadership, People, Recovery|5 Comments

‘If we close our eyes, they may go away!’ How bad must things get for a company to listen to its customers?
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‘If we close our eyes, they may go away!’ How bad must things get for a company to listen to its customers?

Customer retention and loyalty, CX Strategy

‘If we close our eyes, they may go away!’ How bad must things get for a company to listen to its customers?

I have often wondered how bad things need to be for organisations to recognise that they have a problem. Hopefully it is not at the point that there is a loud knock on the door with a large van outside waiting to remove valuables from head office! In a world where most large companies profess to [...]

By Ian Golding|2015-04-13T13:27:14+01:00September 19th, 2013|Customer retention and loyalty, CX Strategy|2 Comments