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)!

Valuing customers: Why I deleted my Facebook account

Many of us who are passionate about customers have been following the recent revelations relating to Facebook and customer data used by Cambridge Analytica.  The scandal centres around how Facebook, as a holder of vast amounts of customer data could allow the harvesting of data from 50 million Facebook users to be used by a third… Continue reading Valuing customers: Why I deleted my Facebook account

If you need to say it to your customer, you probably don’t really mean it.

There I was, hanging on the phone, waiting for someone, ANYONE to answer my call.  The financial services company had forced me through an annoying process of automated identification, and a clunky IVR, and now I was stuck waiting to speak to someone, listening to bland elevator music.  Suddenly the music stops, and a voice… Continue reading If you need to say it to your customer, you probably don’t really mean it.

Is your purpose clear to your customer?

It never ceases to amaze me – businesses new and old, big and small seem to loose sight of why they are here. From the smallest and most humble beginnings, there was a really relevant and specific reason why every company was created. And for those that are successful, that purpose, that raison d’être was meaningful enough… Continue reading Is your purpose clear to your customer?