Complaint handling departments mostly miss the opportunity to turn a dissatisfied customer into a raving fan. I recently talked about how critical it is to detect and, if possible, avert…
You need a strategic approach to managing complaints that focuses on customer outcomes as much as what went wrong. I recently described complaints as being an under-exploited goldmine of customer…
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…
Howard Schultz, executive chairman for Starbucks may have predicted even more than he realised when he said, “You walk into a store, whatever it is, and if there is a…
I first visited Jakarta twenty years ago. Hot – often unbearably, noisy, sometimes smelly, but balanced by a dynamic vibrancy, plenty to do, nice people and a rich culture. The…
An increased focus on customer experience – not just the customer service element – is becoming increasingly vital to ensure success as a healthcare provider. Speaking as a surgeon, healthcare…
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…
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…
Have you heard of Asheville? Not too many on the European side of the Atlantic have. It is a relatively small city of less than 90,000 people, nestling between the…
What does “smart cities” really mean for “customers”? Does it have any impact on their daily lives, do they have any say in its direction, does the term even mean…