Following a recent discussion with a contact on how to get started with a Voice of the Customer programme, I realised that many businesses have still yet to initiate a major programme to engage customers in the evolution of products and services. During the conversation, as I explained how (and why) a Voice of the… Continue reading 3 phases of a Voice of the Customer programme
In the run up to Christmas, like many people, I’ve made quite a few purchases online. Convenience, ease, speed of delivery (and return), as well as great pricing have changed my shopping habits. The thought of shuffling along the high street, in the cold and wet, fighting through crowds in the vain hope that the… Continue reading Why more retail businesses are turning to customer success
On a recent work trip, I checked into my usual hotel. It’s part of a small chain, with a really cool & funky vibe, beautifully designed furniture, and the rooms have a really cool twist. Clearly, the business has really thought a lot about the look and feel, the perception and the brand. Unlike a… Continue reading Can people plug the gaps in a customer experience?
I’m sure I’m not the only one out there who is seeking the holy grail of customer experience – a single metric that shows the level of engagement reached across the customer base. There’s many providers who claim to deliver the magic metric, or a system that will deliver the magic metric, but I’ve yet… Continue reading The many shades of engagement – what’s the magic metric?
When you start a start a new role in customer experience, one of the first things you’ll do is to establish how well-defined & managed the customer experience is. It’s easy to get bogged down in detail, so this week’s post aims to help us make an initial assessment (or review ongoing progress) of our… Continue reading What are the raw essential ingredients in a customer journey?
On a recent holiday to California, my wonderful friends in LA had organised a few days of wine tasting in the Napa Valley. I’d previously only done wine-tasting (at vineyards) in Europe, so as well as a great opportunity to compare “old world wines” with “new world wines“, I thought I’d share what I learned… Continue reading CX Learnings from Wine Tasting in Napa Valley
We live in a connected home – my husband is a secret geek who loves all things automated. Lights, security cameras, heating, TV, music, the garden, even the doorbell are all connected up and accessible via our mobile phones. We have fully embraced technology, and welcomed the internet of things into our lives. From a… Continue reading The Internet of Things needs substance!