Net Promoter Score – what’s the point?
It all depends on the context An unwanted set of medical visits last week resulted in an equally unwanted set of follow-up texts. My local hospital trust “would like me…
It all depends on the context An unwanted set of medical visits last week resulted in an equally unwanted set of follow-up texts. My local hospital trust “would like me…
The old retail model is dying – consolidation merely postpones the inevitable The news that UK supermarket Sainsbury’s and Walmart subsidiary Asda plan to merge may have been judged a…
Nick Bush and Charles Bennett find that under-performing teams invariably persist with the wrong underlying beliefs. How many times have you seen a company or team consistently underperform yet carry…
Sometimes you just need to stick to one thing and do it really well Back in January I had a celebratory meal that illustrated the good and bad aspects of…
When it comes to customers with any form of impairment the answer is most likely not enough As my previous articles on accessibility have shown, the experience for a customer…
There are attractions in the subscription model, but only if it’s genuinely customer-centric Somewhere along the road from a government department to an FTSE100-floated plc, BT stopped referring to its…
Pretty soon, there may be no Homebase at all My track record as a DIY-er is not all that great, but I’m thinking I could have done a lot less…
Obsessing about what’s right obscures the real issue Measuring the "right" things is talked about in almost every company. Unless we agree with what and how something has been measured…
When customer journeys are actual journeys it’s hard to get a joined-up solution I love a challenge and this one seemed quite straightforward: two elderly people – my in-laws –…
Even a fictional character can have a bad customer experience George was feeling a bit strange. Together with her cousins Dick, Julian and Anne – not forgetting her dog Timmy…