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

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

CX2/5: Five tips on managing change to your customer experience

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 second of five posts, I’ll focus on managing change in your customer experience. Modern… Continue reading CX2/5: Five tips on managing change to your customer experience

5 reasons why a strategy is like getting married

I’m currently working on a meaty strategy, that once we getting going, will significantly change the behaviours of the consumer.  As with any strategy, it starts out with a bold vision over a long period of time and based on a series of assumptions, makes heroic commitments to deliver something noteworthy.  It involves a lot of … Continue reading 5 reasons why a strategy is like getting married