‘Simplicity is divinity’ – is this what is behind the success of First Direct?

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 [...]

By |2015-04-13T13:31:29+01:00May 21st, 2013|Customer retention and loyalty|5 Comments

Customer Feedback – Ten Tips to help you get it right

In May 2012, I was fortunate enough to be able to present at the inaugural Customer Experience Strategy Summit in London. I was asked to speak on the subject of the customer experience (CX) measurement – a subject that is very close to my heart. On Sunday, Business Reporter produced a special report on the [...]

By |2015-04-13T14:08:28+01:00July 10th, 2012|CX Measurement|2 Comments
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