3 phases of a Voice of the Customer programme

Following a recent discussion with a contact on how to get started with a Voice of the Customer programme, I realised that many businesses have still yet to initiate a major programme to engage customers in the evolution of products and services. During the conversation, as I explained how (and why) a Voice of the… Continue reading 3 phases of a Voice of the Customer programme

Are low sales due to bad choices you impose on your customer?

In every customer experience, there are good parts and bad parts.  Sales, marketing, servicing, technical, distribution, compliance, legal and finance departments all conspire to make the customer experience into a complicated and tangled web, leaving the customer confused, frustrated and ultimately failing to engage in your customer experience.  As a customer experience practitioner, I’m constantly… Continue reading Are low sales due to bad choices you impose on your customer?

3 examples of when above & beyond service drives loyalty

When talking about customer experience, bringing the story to life with real world examples is a really useful way to help people “get” what you are trying to achieve. It’s not always easy to do in a public forum such as a blog – I need to be mindful of individual’s privacy and customer reputations,… Continue reading 3 examples of when above & beyond service drives loyalty

A coming out story: 7 similarities between coming out and acknowledging mental health issues

So I recently came out – for those of you who know me, you’re wondering, “What do you mean? You came out as gay years ago!” Well this was a different coming out – this time I came out to admit that I suffered from a mental illness – depression. It was a culmination of… Continue reading A coming out story: 7 similarities between coming out and acknowledging mental health issues