Think differently to find the best talent: Recruitment in a disruptive digital age
Recruitment. It’s a word that inspires many feelings. Though it’s not my profession, it is part of my job. And there is so much on LinkedIn about recruitment, I feel…
Turning leadership on its head: Finding the leaders around you
At a time when, in my opinion, we are seeing a breathtaking lack of leadership handling the current global COVID-19 pandemic, I thought it timely to republish my article of…
How buying on emotion led to one of the best customer experiences I’ve had.
I bought a painting recently. It was something of a celebratory purchase - my business has grown exponentially in the last few months, I’ve launched a second business in the…
Nothing goes together like a bird feeder, chocolate and the Bossa Nova (?!)
One of the less stressful aspects of COVID-19 lockdown constraints has been the increased amount of birdsong and, I think, more birds in our tiny back garden. Encouraged by recent…
What the NHS can teach us about customer relationship management
When you think of the UK’s National Health Service (NHS) then excellent customer relationship management is probably not the thing that springs to mind. Talk to any UK citizen and…
Retail Apocalypse: Why customer research must be part of in-store cx assessments
RETAIL APOCALYPSE! It’s a nice little catch phrase that journalists love to use to get attention, and describe the well-reported and very real challenges of the retail industry - usually…
C minus for CX?
Isn’t it time Customer Experience figured more in schools? Imagine for a moment that you are back in your teens and you are considering what you are going to do…
The Case for Customer Experience V2.0
It's time for an upgrade I have sat in an increasing number of meetings in the last months where business heads have asked the same question: “don’t you think that…
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…
When statistics hide the truth about customer complaints
Ofgem’s complaints report shows the problem – and the opportunities The trouble with being a customer experience-obsessive is that as soon as you hear an item on the news about…