The Transparent Customer Experience: how measurement can benefit both company & customer

Honesty and transparency – two words that warm the cockles of my heart but that are not often associated with the world of business. I am writing this blog having just watched a Hollywood movie about the 2008 banking crisis – The Big Short, featuring Christian Bale, Steve Carell, Ryan Gosling and Brad Pitt is [...]

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 [...]

Customer Experience failure in the energy industry – exhibit 1 – British Gas

Energy companies. We all have to interact with them. It is difficult to find a consumer who likes them. In my daily dealings with friends, colleagues and clients, all too often the name of an energy business will creep in to the conversation - almost always in a negative context. Why is it that an industry [...]

2, 4, 6, 8, who do we appreciate? Why some organisations may struggle to answer the question!

Every time I join a new business, there are a number of things I insist on doing. Meeting key stakeholders is one. Finding and befriending the PAs is another (they are often among the most influential people in an organisation). Learning how the business works is another. These things might seem pretty simple, and indeed obvious. You are [...]

By |2015-04-13T14:06:49+01:00October 23rd, 2012|Customer Journeys, People|3 Comments
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