Have we become too familiar with our customers?

Have you experienced any of the following recently in conversations with friends or relatives – sarcasm, flippancy, disrespect, unhelpfulness? Perhaps the relatives out-stayed their welcome when visiting over Christmas; or perhaps a friend got a bit too merry at the Christmas party and came across in a bad way.  Whilst we (for the most part)… Continue reading Have we become too familiar with our customers?

Observations on Customer Experience in the USA

Over the festive period, I travelled a fair bit, and as always, I closely observed the service and experience delivered.  This year, my travels took me to Florida, to escape the chilly British winter.  The approach to customers in America is very different to that in the UK, with a relatively formulaic approach often used… Continue reading Observations on Customer Experience in the USA

Three things you shouldn’t say to your customers

My husband and I made our annual pilgrimage to Helsinki to celebrate Finnish independence day, and I decided to book us into a hotel chain that we don’t usually use, just to have a different experience.  With fantastic views, pretty decent reviews and an uber-cool cocktail lounge, we were looking forward to a fabulous weekend.… Continue reading Three things you shouldn’t say to your customers

CX4/5: Linking you KPIs to your customer-desired outcomes

During this month, I’ve adopted a theme to my blogs focusing on various ideas, concepts and posts that I have shared in the past to help those of you considering customer experience transformation to take that leap of faith.  In the fourth of five posts, I’ll focus on linking you KPIs to your customer-desired outcomes.… Continue reading CX4/5: Linking you KPIs to your customer-desired outcomes

CX3/5: Three simple customer experience game changers

During this month, I’ve adopted a theme to my blogs focusing on various ideas, concepts and posts that I have shared in the past to help those of you considering customer experience transformation to take that leap of faith.  In the third of five posts, I’ll focus on driving CX (customer experience) change amongst the… Continue reading CX3/5: Three simple customer experience game changers

Do you treat your customers as guilty until proven innocent?

Over the past 6 weeks, I’ve had the great misfortune to be put on trail – I’ve been questioned numerous times, told to submit electronic  and paper documents, I’ve been held up for hours, and faced lots of frustration, uncertainty, worry and doubt.  You might be wondering what terrible crime I have been charged with? … Continue reading Do you treat your customers as guilty until proven innocent?

Why managers need to step up (and what happens when they don’t)!

A very dear friend of mine came to visit recently, and as she is getting married in summer, we felt the need to celebrate.  Ever the budget-conscious Northerner, I sought out a decent deal on one of my favourite website, TimeOut.  It’s great for those of us in big cities, allowing you to find great… Continue reading Why managers need to step up (and what happens when they don’t)!