What really makes customers happy?

Over time, several words have been used to describe the organisational focus on customers. They include: Customer Experience Customer Focus Customer Centricity Customer Service Customer Success Customer Outcomes Customer Relationship Management Customer Management I am sure you can add more to the list! The fact that there are so many variants, at least demonstrates that [...]

‘Welcome to our kitchen’! Would you have the courage to invite customers into the inner workings of your company?

Allow me to start this post by asking a question. What happens when two Customer Experience Professionals visit a restaurant together for the first time?  Whilst this is not the opening line to a bad joke, I can already anticipate your 'snorting' and 'chuckling' from here! 'A right royal pain in the butt', is most [...]

They say elephants never forget… but what about customers?

It is extremely likely that we have all heard the phrase 'an elephant never forgets' at some point in our lives. Like many well known sayings, it is also likely that you have never questioned whether or not this is actually true. According to many resources, the saying is pretty accurate - have a read [...]

How to turn a great customer experience into a terrible one: Hammonds, the fitted furniture company

I am often asked how I find so much to write about on the subject of Customer Experience. Happily and sadly too many organisations make it very easy. So many of us experience great things (less so) and awful things (too often) on a regular basis, that I am inundated with stories that bring to [...]

The wonderful sound of Customer Experience: Tales from South Africa

When I became an independent Customer Experience Specialist in 2012, I could scarcely have imagined where my chosen career, my passion, would take me. As of today, I have visited 23 different countries all over the globe - talking about; teaching; consulting; guiding; and sharing thoughts, experiences, knowledge, tools and techniques on the profession that [...]

Two steps forwards, five steps back: No-one said transforming the Customer Experience is easy!

Every job has its ups and downs. Whether you are a teacher, a doctor, an accountant, a sales rep, an IT consultant or an artist, some days will be better than others. I could continue to name more professions, but the principle would be the same - as sure as night follows day, good will [...]

The Elms Hotel – Customer Experience Review

Anyone who is lucky enough to have a family with three or more children will be able to empathise with the age old problem of booking hotel accommodation. As the average family size in the UK has continued to rise (1 in 7 families with children in the UK have three or more children), the [...]

I hate that roundabout! – How a road junction can act as an analogy for a bad customer experience

  Hangar Lane Gyratory System We all have road junctions that we hate driving in, around, or through. If you are reading this from the UK and have ever had the joy of driving around Hangar Lane in West London, you will know what I mean. An enormous multi-lane roundabout (with a Tube [...]

By |2015-03-30T11:26:37+00:00June 4th, 2014|Customer Journeys, CX Professionals, CX Strategy|1 Comment