Keeping it simple to transform customer experience
A simple app gets satisfied customers to make the effort to identify outstanding service agents We are always on the lookout for companies who have progressive and genuinely innovative ideas…
Don’t waste your time going on a “CX Safari”
Spend time with your own experts - on the front line Of all the greatest myths in management, the idea that you can improve by going on an inspirational tour…
Little things mean a lot when it comes to great service
You won’t find this outstanding service approach in any handbook Mr M Ward is a customer service guru - but not in the traditional sense of the word. You will…
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How to improve Customer Advocacy in healthcare
Patients will never stop being customers – even when they put on a hospital gown Business processes have been used for a long time to model work as sets of…
Communication Analytics Information Innovation
Speeding up innovation in the call centre
Suppliers can help speed up innovation in the call centre by changing their “sales battleground” When a customer wants to communicate or receive service from a brand, the expectation of…
Are Women Better at Customer Experience than Men?
It's time for a bit of positive discrimination I was talking to Gordon Tredgold (our Leadership expert) about the implications of International Women’s Day and two things struck us. Firstly,…
True agility trumps customer experience – here’s why
When a great customer experience isn’t the only answer A few weeks ago, I wrote a glowing account of my post-Christmas experience with bed supplier Warren Evans and, more recently,…
Closing the loop – listen to Yoda
For a really effective way to manage complaints profitably, you have to be prepared to learn I don’t often look to fictional characters for management advice, but if you’ve had…
Stop starting with the problem statement – it misses so much opportunity!
The problem statement is the WRONG starting place for so many projects. We do it in our everyday business life as naturally as breathing - in fact it is deeply…
It’s no joke: discourtesy hurts your business
Picture the scene. An 85-year-old woman walks into a pub on the outskirts of Chippenham, Wiltshire to check on a lunch booking she’d made to celebrate her husband’s 92nd birthday.…