Can a regulated industry create a great customer experience?

Last weekend, I flew out to discover the Rock of Gibraltar, and for an airline geek, landing on such a unique runway (between a mountain and the sea) was very exciting!   I know, I know, I love flying – the plane, the crew, the airport – the whole lot combines to create a great experience.  With… Continue reading Can a regulated industry create a great customer experience?

4 signs your team or customers are disengaged (And what to do about it!)

The opposite of love is not hate.  The opposite of love is apathy.  It’s a scary state of mind where you really don’t care.  For me, football leaves me cold,  I don’t dislike it, I just have no feelings about it whatsoever.  When it comes to your business, this state of mind is one you… Continue reading 4 signs your team or customers are disengaged (And what to do about it!)

Basic Metrics: NPS versus csat versus CES

This week, I’ve been reflecting on metrics – what measures really matters, can you pick one single metric to reflect how well you’re delivering the customer experience, and what might that metric be? In reality, this is a moot point, because there are many factors in deciding which metrics to measure – industry sector, maturity of product… Continue reading Basic Metrics: NPS versus csat versus CES

Interview with a Customer Strategy Guru: Part 2

In my last post, I shared the start of a conversation I was having with customer strategy & experience design guru, Jean-Marc Codsi.  Up until recently, he was responsible for leading the Customer Experience teams in Europe for eBay.  Before his years at eBay, his creative customer experience flair helped drive experience transformation at T-Mobile… Continue reading Interview with a Customer Strategy Guru: Part 2

Creating proactive relationships with your customers

In days gone by, we all realized we needed to establish a relationship with a customer to keep them happy. In order to have a relationship with our customers, we needed to build trust and nurture communication to create openness. And yet in customer service, we never really evolved our customer relationships. It was even… Continue reading Creating proactive relationships with your customers

3 Customer Retention steps that deliver results

In an every more competitive world, there’s been a dramatic shift away from focusing on churn to focusing on retention.  It’s a really important change and there’s a lot of logic in this shift.  Whilst churn is a reactive approach, focused on taking actions when a customer has decided to leave, retention is a proactive… Continue reading 3 Customer Retention steps that deliver results