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…
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,…
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.…
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…
Thinking outside the box – the basis of innovative thinking
To get an understanding of customer outcomes, learn to think divergently We have all used the term “Thinking Outside the Box” at some stage. I knew a few people who…
Closing the loop: the vital missing component in complaints handling
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…
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…