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

Why consistency, ownership and being human matter most in customer experience

My time as a consultant highlights that whether you’re working in a large or a small business, the fundamental challenges are the same.  Stiff competition, tight budgets, demanding customers and a need to evolve.  Small business can be nimble but cash poor, large businesses have budget but are constrained by bureaucracy. I reflected over this… Continue reading Why consistency, ownership and being human matter most in customer experience

Is a personalised customer experience always necessary?

Anyone working in marketing, sales, customer service or customer success will be familiar with the modern mantra about making every experience delivered to client and customer must be personal.  Social media giants perpetuate this message, with Google, Facebook and Apple all extolling the virtues of a personal customer experience.  Many small business worry that they… Continue reading Is a personalised customer experience always necessary?

Why data is the lynchpin between the client and customer experience

Some work in organisations that deal solely with businesses – whether that is start-ups, SMEs or corporate and enterprise-sized businesses. The world of clients has the challenge of diverse relationships per account, complex business structures or multiple sites – B2B is a complex environment in which to deliver strong reactive and proactive service.  On the other hand,… Continue reading Why data is the lynchpin between the client and customer experience

Why customers don’t engage in their pensions

If there is one industry that needs to do more than any other to fix their customer experience, it’s financial services.  Purchasing insurance, opening a bank account, switching mortgage providers or comparing credit cards – financial services as an industry constantly misses the opportunity to establish customer trust and give clarity and transparency in their… Continue reading Why customers don’t engage in their pensions