7 lessons from missed customer experience opportunities
Is customer experience delivering? What are the biggest challenges? What lessons can companies learn to deliver greater impact? I had the pleasure to have an interview and debate with Diane…
Customers hate badly managed communications
Try putting yourself in your customers' shoes When was the last time you thought about the way in which your business communicates with your customers? Not what you are saying…
The CX Rap Sheet: we name the guilty in their crimes against the customer
Learning from other people’s mistakes We’ve been pleased to feature Don Hales’ Heroes and Villains series on The Next Ten Years and Don has bemoaned the fact that he gets…
Understanding the myth of the single metric
Like a high performance car, multiple actors and sensors need to be understood Morris Pentel's recent article opened up a very important portal into the shadowy world of metrics. Not…
Build a community and you won’t need customers
Instead, you’ll have committed fans who’ll go the extra mile for you Here’s a heart-warming story from my recent holiday – and I promise it’s the last for now –…
‘App-y holidays still require the personal touch
The hand-held holiday is almost here My wife and I are in the basement of an apartment hotel on a sweltering July afternoon in a town east of Milan. It’s…
The myth of the CX single metric – Playing roulette with your customer relationships
Today I want to talk about the myth of the single metric. It is one of the most damaging forms of bad practice today. As with all my work I…
Today of all days this would be a fantastic customer experience for London
Summer may just be getting cooler with Emirates’ complimentary ice cream service We thinks its hot here with temperatures nudging 36 C or potentially a bit higher. This is just…
Are you ignoring your vulnerable customers?
Stop pursuing the myth of the “ideal” customer Do you have a strategy for vulnerable customers? If not, then you could be missing out on an opportunity to create a…
How NOT to communicate with customers
Why do so many businesses make us feel like we are not important - every day? I have had recent customer experiences with major companies that have left me feeling…
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