Setting poor expectations is worse than poor service

As children, many of may have been scolded by our parents when we exaggerated truth and made up excessive embellishments in our stories.  My parents would tell me that if I made up stories, my nose would grow as long as Pinocchio – the little wooden puppet boy in the children’s novel by Carlo Collodi.  Human… Continue reading Setting poor expectations is worse than poor service

Bringing  your values to life

In founder-led businesses, values invariably are created by the founders as they evolve their business idea into a fully fledged company.  It’s part of the DNA of the early team, in the way they think and behave, in the decisions they make and in the people they recruit.  As the business grows, everyone looks to… Continue reading Bringing  your values to life

3 more exceptional customer experiences from my travels

A couple of months ago, I shared some of the great customer experiences I had on my travels abroad, and by experiencing them in a new culture and country, it helped me think about how I could bring elements back to my own customer experience.  I didn’t quite manage to include everything in my first… Continue reading 3 more exceptional customer experiences from my travels

Basic Metrics: NPS versus csat versus CES

This week, I’ve been reflecting on metrics – what measures really matters, can you pick one single metric to reflect how well you’re delivering the customer experience, and what might that metric be? In reality, this is a moot point, because there are many factors in deciding which metrics to measure – industry sector, maturity of product… Continue reading Basic Metrics: NPS versus csat versus CES