Learnings from Virgin: brilliant basics matter

In my years heading up customer service within the Virgin Group, I was inspired in so many ways and by so many of the amazing people who delivered ideas, experiences, services and products across the global customer base.  Being a creative set of companies, it was no real surprise that there were some fantastic concepts… Continue reading Learnings from Virgin: brilliant basics matter

Blog # 250: Re-visiting the golden rules of customer journey mapping

I can’t believe that for the past 250 weeks, I have without fail (except the week of Christmas), published a blog post.  It seems incredible that I have that much content and creativity within me!   For this momentous occasion, I decided to re-visit one of my earliest articles, to determine how much has changed in… Continue reading Blog # 250: Re-visiting the golden rules of customer journey mapping

Chatbots & AI – can they replace humans in the customer experience?

With the evolution of technology, and the great leaps forward in Artificial Intelligence (AI), there’s been a lot of progress from the early days of clunky chatbots.  In fact, there are some seriously sophisticated models starting to appear on the market that might suggest a real opportunity to cut cost and complexity by removing human… Continue reading Chatbots & AI – can they replace humans in the customer experience?

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?

Four reasons why I love mapping customer journeys

I’ve recently been doing lots of customer journey mapping, from “as is”, to “to be”,  and “dream state” customer journeys.  It’s really rather exhausting (especially when we are doing via video conference) and involves a huge amount of thinking, debating and re-working.  At the same time, it’s a very satisfying process, with lots of lightbulb… Continue reading Four reasons why I love mapping customer journeys

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

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

CX1/5: Turning Customer Service into Customer Success

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 first of five posts, I’ll focus on developing a customer success team from your… Continue reading CX1/5: Turning Customer Service into Customer Success

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?