Are your customers “Happy or Not?”

I recently read an article on the amazing company called “Happy or Not”. (You can read the article on the BBC website here.)  The founders, Heikki Vaananen and Ville Levaniemi dreamed up the idea based on Heikki’s horrible customer experiences in a local IT store as a teenager.  The fact that even at 15, he… Continue reading Are your customers “Happy or Not?”

The loyalty quandary faced by airlines

I recently undertook one of my crazy “fly-around-everywhere” weekends, which took hubbie and me to six countries on ten planes with four airlines. You might think I’m crazy to spend precious leisure time on flights and in airports (on that, I couldn’t possibly comment), but from a CX (customer experience) perspective, there’s a lot of… Continue reading The loyalty quandary faced by airlines

When is the right time to automate?

In previous posts, I’ve talked about deciding on outsourcing or keeping in house, and I’ve also talked about which team owns different aspects of your customer journey. Following a colourful discussion with a former customer this week, I thought it would be interesting to talk about when it’s the right time to automate your customer… Continue reading When is the right time to automate?

Banishing Your Inner Barbara

Why “if it ain’t broke…” thinking can only get you so far… Firstly, a small disclaimer – I have nothing against those in this world called Barbara. The mindset I’m really talking about could apply to any Percy, Georgie, Mary-Lou or Sally our there. When I talk about ‘Barbara’, I mean the persona that represents… Continue reading Banishing Your Inner Barbara

Why is Customer Centricity such a relevant issue today?

Preaching to the choir, perhaps, but customer centricity matters today more than ever. Gone are the days when when some customers merely accepted that customer service would be subpar, especially when dealing with entrenched services. Fortunately, customers woke up to their rights, and even the most powerful changed course. It was nothing short of a… Continue reading Why is Customer Centricity such a relevant issue today?