This month, in my exclusive column for CustomerThink, I continue to explore in detail my perspective on seven ‘tips’ that will enable any organisation to become genuinely customer centric. I must remind readers that the ‘tips’ are in no particular order – tip number five is no less important than tip number one – although [...]
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 [...]
Do you know what ‘it’ feels like? Why experiencing your customer AND employee journeys is so important!
Over the last few weeks, my wonderful wife Naomi and I have been having a debate about the difference between EMPATHY and SYMPATHY. Whether it be a discussion about family life or a discussion about work life, the ability to be both sympathetic and empathetic is extremely important. So what is the difference between these [...]
Authenticity – the key to unlocking the greatest Customer Experiences? Featuring case studies from Weleda and Old Mutual Zimbabwe
Over the last few years I have become a bit of a 'closet geek' when it comes to dictionary definitions! It is not often that you choose to pick up a dictionary (or search online these days) to discover the true meaning of a word, but I am becoming increasingly drawn to needing to know [...]
As we approach the last 24 hours before the end of 2014, I feel it is time to reflect on the last twelve months in the world of Customer Experience. Twelve months is not a particularly long time in the context of a lifetime of experiences, yet it is remarkable what progress can be made in [...]
October 2014 was not the best day to be a shareholder of two of the world’s retail giants. Tesco continued their unfortunate journey from world domination to public implosion. The company who convinced the UK and beyond that ‘every little helps’ are going to need all the help they can get to fight through their [...]
The bursting of the Tesco bubble. When it comes to Customer Experience, bigger does not necessarily mean better!
I first wrote a blog post about Tesco two years ago. Entitled 'Tesco: Hero or Villain – You Decide', I made the case for Tesco being a hero - achieving huge financial success due to its ability to do everything the consumer wanted it to do. I wrote: Being blunt, Tesco have done what every retailer [...]
Thousands of customers of one of the UKs largest utility companies, SSE, received an interesting letter this week. If you are not a customer of SSE, you can read my copy of the letter shown above. I think the letter is interesting because it makes a rather bold statement. It makes a statement that instantly attracted [...]
The demise of the British high street has been in the news recently almost as often as reports on the state of the economy as a whole. Fuelled by a continuous procession of failing retailers, journalists and broadcasters are fortunate to be in one industry that is greatly benefitting from the deluge of news stories available. The causes of [...]
‘I just want to know how many calories!’ – the need for honesty, transparency and clarity in the customer experience
Unless you have been living in a cave, you could not have avoided the recent horse meat scandal. The scandal is still raging in fact, with the focus most recently shifting to the meat that is really in our curries. One of the key words that underpins any customer experience is TRUST - something the [...]