Will customer experience survive Brexit?
The UK’s Brexit crisis means more investment in CX not less I write this article from a country under siege. For months the UK has been in the grip of…
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…
Net Promoter Score – what’s the point?
It all depends on the context An unwanted set of medical visits last week resulted in an equally unwanted set of follow-up texts. My local hospital trust “would like me…
Donating as an Investment
Charitable donation can be good for businesses large and small In a world where we increasingly choose to drink our lattes out of reusable cups, we tut (shamefully — but…
Gender pay gap: a blunt instrument is better than no instrument
Obsessing about what’s right obscures the real issue Measuring the "right" things is talked about in almost every company. Unless we agree with what and how something has been measured…
Why is “customer-centric sales” a misnomer for most organisations?
The vast majority of salespeople are simply not customer-centric enough and it’s costing millions! “The problem is that it’s rare to find a sales head who will admit that, and…
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,…
The missed opportunity in complaints handling that might save your marriage!
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…