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 [...]
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 [...]
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'. 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 [...]
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 [...]
'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 [...]
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 [...]
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 [...]
This is Helen Kewell. I met Helen and her husband Nick last year whilst attempting to climb too many mountains in too short a space of time. Helen is a very intelligent, witty, attractive mum of three - I am sure she will not mind me saying that she does not look like she has [...]
My wonderful wife is the first to point out that I am not necessarily the best customer. Doing what I do for a living, I fully acknowledge that I am very conscious of the experiences I have as a customer - wherever that happens to be. Sometimes this leads to me 'harping on' about how wonderful organisations [...]
