Disband HR at Your Peril – by Chris Humphrey

Thoughts on the role of HR in an integrated customer excellence strategy Steelcase, a leading designer of cutting edge office environments, invited me to a Cultural Roundtable. Steelcase has lots of research to show that well-designed workplaces can amplify the performance of people, teams and organisations, hence the eclectic mix of designers and human resource [...]

By |2016-12-15T14:31:34+00:00December 15th, 2016|CX Leadership, CX Strategy, People|0 Comments

Do your people ‘make’ your Customer Experience? Monarch & Specsavers believe theirs do!

Do your people 'make' your company? Do your people 'make' your Customer Experience'? Two very simple, yet interesting questions that have been very publically brought to the fore by British airline, Monarch. Their new advertising campaign caught my attention a couple of weeks ago - it did so because I found it extremely unusual. Not [...]

By |2016-12-14T08:32:23+00:00December 14th, 2016|Customer retention and loyalty, CX Leadership, People|1 Comment

Communication, communication, communication! Why you cannot ‘over’ communicate when it comes to Customer Experience

I have written many times in the past about the importance of effective communication if an organisation has an intention to deliver consistently better Customer Experiences. Whilst much of my writing has been focused on the importance of the communication relationship between a company and the customer, I have not been as vocal about the almost [...]

By |2016-06-22T05:17:07+01:00June 22nd, 2016|Communication Channels, CX Strategy, People|2 Comments

Nice to meet you! How well do you know your colleagues?

I recently wrote an article for my column on CustomerThink entitled ‘How Well Do You Know Your Customer?’ – the premise was around the significance and necessity of creating customer personas. You can read the article here. If you do not want to read it, the conclusion to the article was that there is most [...]

‘Thank You’! The two most important ‘Customer Experience’ words of all

'Thank You'. Two little words. Two words containing a total of eight letters. As a parent you spend most of your life teaching your children to use the words regularly. As a child, you are constantly reminded of their importance. It is unlikely you have ever looked up the dictionary definition of 'thank you' - so [...]

By |2015-04-13T15:37:14+01:00August 20th, 2014|CX Strategy, People|6 Comments

Money Makes the World Go Around…No It Doesn’t – People Do!

A few months ago I saw something on LinkedIn that disturbed me. The advertisement had been created by the internal recruiting team for a huge multinational manufacturing company and stated the following: “Never show off hobbies or oddities on a resume. Employers do not need or want to know what you do with your spare [...]

By |2015-04-13T13:18:12+01:00July 24th, 2014|CX Professionals, CX Strategy, People|2 Comments

‘Happy People Sell!’ – happiness and a good LIFE BALANCE benefit everyone

In case you don't know, this is the wonderfully charismatic Nev Wilshere. Nev is the CEO of a company called Save Britain Money (http://www.savebritainmoney.co.uk/index.html). According to their website, the company 'provide a range of money saving services to the British public including; energy efficiency surveys and installation, renewable energy advice, pensions, mortgage reviews, online and [...]

By |2015-04-13T13:27:28+01:00September 12th, 2013|General, People|2 Comments

‘The managers promise’ – what do you commit to doing for your people?

'I promise to...' are three words commonly used in everyday life. From husband to wife (and vice versa); child to parent (often); company to customer (sometimes). Promises are broken as often as fulfilled, but they are made all the same. The intent is usually there, and that intent is a key driver of relationships. One [...]

By |2015-04-13T13:28:57+01:00July 24th, 2013|CX Strategy, People|1 Comment

‘I have an idea – lets outsource customer services’ – Could the quest for cost savings damage the customer experience?

Disclaimer!! Let me start this blog post by acknowledging that the subject is going to be controversial. There will be readers on both sides of the debate - that is healthy, and I hope you will get involved. In May, O2 announced their intention to outsource their contact centre operation to Capita. The main reason [...]

STRATEGY – MEASUREMENT – PEOPLE: a simple framework for managing customer experience

Understanding, managing and improving the customer experience is a skill set that has led to the formation of a new profession. The proliferation of customer experience professionals has led to the creation and adoption of a variety of methods, techniques and approaches to putting the customer at the heart of the organisation. Many 'customer experience [...]

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