Forget Chief Customer Officer, welcome to the new “COO”
There’s a problem with the Chief Customer Officer role and rethinking it as the “Chief Outcome Officer” (COO) can help everyone get on board a customer-centric company. Although not yet…
Are you an “accidental entrepreneur”? Time to cut the BS!
Entrepreneur. The word has a certain mystique, possibly because of its French origins – a combination of entreprendre, meaning to undertake, and enterprise – and possibly because of what it means to some people. To…
Harnessing the power of purpose
Vision. Focus. Mission. Drive. All words we often use to describe the qualities we associate with high performing companies or the people who lead them. But if I had to…
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Customer service basics can make all the difference (part 2)
In the first part of this two-part article I dealt with some examples of keeping the customer informed and managing their expectations. There’s a common theme emerging in both those…
Customer service basics can make all the difference (part 1)
In focusing on customer experience, CX professionals can be guilty of forgetting that very often it's the basics of customer service that can make the difference between customer loyalty and…
Drink Chocolate Coctail
Drink like a girl? 1.25 billion bottles later…
Thanks to a post on LinkedIn by Tom Goodwin I got a real taste of how innovation happens. In this case the taste is cream, chocolate and more than a…
Pick-n-Mix – how to use role models to drive innovation
We’ve all done it – when our company fails to reach the high standards of performance that we’d like, we find ourselves thinking “couldn’t we be more like X?”, where…
Ooh, Uber – look behind you!
At this time of year, at least in the UK, we love a pantomime villain that we can hiss and boo at every time they step on stage. With impeccable…
Putting compassion into customer experience
BBC Radio 4’s ‘Money Box’ isn’t often where you go for a scoop with political ramifications but today’s announcement by the programme that families on Universal Credit will miss out…
When customers ‘gang up’ – how to handle it
The role of social media as a machine for allowing groups of people to be in a state of perpetual outrage is a trend which shows no signs of abating.…