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 every customer experience, there are good parts and bad parts. Sales, marketing, servicing, technical, distribution, compliance, legal and finance departments all conspire to make the customer experience into a complicated and tangled web, leaving the customer confused, frustrated and ultimately failing to engage in your customer experience. As a customer experience practitioner, I’m constantly… Continue reading Are low sales due to bad choices you impose on your customer?
When talking about customer experience, bringing the story to life with real world examples is a really useful way to help people “get” what you are trying to achieve. It’s not always easy to do in a public forum such as a blog – I need to be mindful of individual’s privacy and customer reputations,… Continue reading 3 examples of when above & beyond service drives loyalty
There are times when those around you shine (for me, especially my family, friends and those who work for me) and there are times when those around you don’t. We all seek validation, reassurance and guidance from those around us, and we learn to trust and believe in others, but ultimately, we need to seek… Continue reading Why your motivation should always come from within!
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?
As the year draws to a close, it’s always a good time to reflect. The end of another year and the imminent start of the next is a perpetual cycle, and there’s certain things that you should be doing with your team. The end of the year for me drives 4 key actions: remember, reflect, plan,… Continue reading What year end messages should you be sharing with your teams?
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?