When to cut your losses
Doing the right thing when things go wrong is not exactly a good business case. But many do it anyway. Why? Because brands want to protect (and grow) their brand…
The concept of logical thinking. Geometric shapes on a gray background. Business building concept.
Habituation and the risk to customer experience
I watched a really interesting TED talk by Tony Fadell, originator of the iPod, the other day. In it he was talking about a process called habituation and how it helps…
Would NPS be better if its scale only had three numbers?
A question I have been asking myself recently is: Would Net Promoter Score (NPS) be better if it’s scale only had three numbers? Now, before I get accused of heresy,…
Do you really know your customers?
Steve Jobs said: “Get closer than ever to your customers. So close that you tell them what they need before they realize it themselves.” He did not just say that.…
Was everything ok with your stay sir? Why welcoming all types of customer feedback is so important
As consumers, we are asked our opinions on a regular basis. On any given day we could be asked if we are happy with the product or service we have…
Reconstructing the concept of feedback and difficult conversations
I think I have finally found a way to transform the difficult aspects of giving and receiving feedback. It would really help to get rid of those terms because they…
Why BTOB businsses need to think like BTOC in the next decade?
According to Gartner at least 80% of BtoB buyers now expect the same buying experience as BtoC customers in 2019. Gone are the days when BtoB organizations did not need to prioritize…
When customers ‘gang up’ – how to handle it
The role of social media as a machine for allowing groups of people to be in a state of perpetual outrage is a trend which shows no signs of abating.…
People not process will turn your complainers into raving fans
Complaints are a customer feedback goldmine and one that companies ignore at their peril. But how you handle the complaint is even more important: it’s a moment of truth that…
4 questions to check… are you exploiting your complaints goldmine?
Have you got PPI? Do you think you might have had PPI? I’ve lost count of the times that some click-bait ad has popped up to ask me that question…