I generally try and avoid negative mentions of any specific businesses or brands in my weekly posts – we all have ups and downs and making changes for the better is always a challenge. But recent events in a large UK business have warranted a case study in how not to treat your customers. When… Continue reading A case study in how not to deliver service disruption
As it’s been 4+ months since I started my new life in Portugal, I thought it would be fun to write a short series of posts to share how, as a foreigner, it feels to experience Portuguese service and culture. In the first of this series,“Process before customer”, I focused on some of the actual barriers… Continue reading CX Portugal 3: Which businesses are driving CX success in Portugal?
As it’s been 4 months since I started my new life in Portugal, I thought it would be fun to write a short series of posts to share how, as a foreigner, it feels to experience Portuguese service and culture. In the first of this series,“Process before customer”, I’ll focus on some of the actual… Continue reading CX Portugal 1: Process before customer
As we head into summer (at least in the Northern Hemisphere!) and the pace eases slightly, hopefully giving us a little time to reflect, develop and plan, I wanted to share two posts that relate to HOW we achieve our goals and WHAT we can and should expect from those around us in the process. Both… Continue reading A different perspective on the real value of employee tenure
I recently read an article on the amazing company called “Happy or Not”. (You can read the article on the BBC website here.) The founders, Heikki Vaananen and Ville Levaniemi dreamed up the idea based on Heikki’s horrible customer experiences in a local IT store as a teenager. The fact that even at 15, he… Continue reading Are your customers “Happy or Not?”
I recently attended and spoke at a conference on the topic of customer experience. As at every conference, throughout the day, there were many speakers and panellists – some great, and some less engaging. For some, as they walk toward the stage, you can see that they are filled with the fear of god, and… Continue reading 5 tips on delivering the best presentation
In previous posts, I’ve talked about deciding on outsourcing or keeping in house, and I’ve also talked about which team owns different aspects of your customer journey. Following a colourful discussion with a former customer this week, I thought it would be interesting to talk about when it’s the right time to automate your customer… Continue reading When is the right time to automate?