Whose job is it anyway? The importance of accountability in the world of Customer Experience
I absolutely love it when people share things with me that I have never come across before. It is why I am so adamant about calling myself a ‘specialist’ –…
Cost Out – Experience In. The formula for business transformation
In the last twenty years I have worked for a range of different organisations of varying shapes and sizes. I started out with a small independent invoice finance business in…
The risks of taking loyal customers for granted
One would always assume that the more loyal the customer, the better service they may expect to receive from the organisation they have been so loyal to. You would not…
The current state of Customer Experience in Retail
The business world as we have always known it is changing. Many would argue that is always has been – changing that is. Since the dawn of time, human beings…
Communication & collaboration: Essential ingredients for all great Customer Experiences
On Monday this week I had the absolute pleasure of spending a couple of hours talking about the subject I like best – you guessed it – Customer Experience. I…
Was everything ok with your stay sir? Why welcoming all types of customer feedback is so important
As consumers, we are asked our opinions on a regular basis. On any given day we could be asked if we are happy with the product or service we have…
Is your organisation interconnected? The employee – customer chain
I am extremely fortunate to be afforded the opportunity to share my knowledge and passion all over the world. This year, the number of countries I have worked in over…
The lost suitcase – the sad reality of customer experience evolution
According to Wikipedia, the term, ‘seven year itch’ can be described as follows: The seven-year itch is a psychological term that suggests that happiness in a relationship declines after around year…
Using data to improve customer experience
I recently conducted an interview with ReachForce on the subject of ‘using data to improve Customer Experience’ – here is what I had to say… How did you become so passionate about…
Customer Experience measurement: why it is vitally important but badly done
When it comes to the profession that Customer Experience has now become, one of the most important and significant competencies required by all organisations is that of measurement. The ability…
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