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Lush tops Which? customer service survey

September 16, 2015

The annual customer service survey from Which? is out and the usual suspects feature at both the top and bottom of the list of the 100 big brands rated. You can read the full results here but we’ve summarised the highlights here.

Are Digital Marketers Missing A Trick?

September 3, 2015

The top three obstacles that marketers face in 2015 are apparently; New business development, quality of leads, keeping up to date with current marketing technology and trends. This is according to research conducted globally across 5000 marketing professionals.

Customer loyalty, trust and the limbic brain

August 7, 2015

I recently re watched the inspiring Ted Talk from Simon Sinek on how great leaders inspire.

Simon talks about the notion of a golden circle or 3 concentric circles. At the centre, is ‘why’ – the emotion or purpose of why you do what you do (or why a business does what it does). Next out is ‘how’ and the outer circle is ‘what’. Customers buy from the inside out based on the why first, then how and what. Businesses however, sell and communicate from the outside in which is why they often fail in their approach.

UKCSI – State Of The Nation Update

August 1, 2015

Customer satisfaction on the high street seems to be pulling out of the destructive nose dive we’ve seen in the last 4 waves.

The July 2015 results from the UKCSI are out now and as in earlier posts, I’ve trawled the results and here is a summary for you.Uk map UKCSI

The previous two years of decline seems to have now plateaued with the index rising by a meagre 0.2 from this survey wave to 76.2 overall (out of 100). Way down from the heady heights of 78.2 in January 2013.

What’s The Right Measure?

February 27, 2015

This was the theme from many of the questions in a discussion around customer experience measures and metrics that I was involved in at the end of 2014.

It’s a good question to debate and discuss, and I’ll outline some of the points below, but it also goes to highlight a potential human weakness. That of the constant search for a ‘silver bullet’ solution to our problems and challenges and I’m certainly not exempt from that temptation either.

Leading on Service

February 19, 2015

In a previous incarnation, I worked in the fleet and leasing industry. For the benefit of those people who are unfamiliar with it, as a company we provided fixed term finance to businesses who wanted to provide company cars to their employees (so lease rather than buy).

State of the Nation: UKCSI results are out and it’s not pretty!

January 15, 2015

The most recent results of the UKCSI are out this month and they don’t make for good reading as to the state of the nation for UK Customer Experience.

The executive summary can be found here if you want to read it but I’ll cover the key highlights and trends for you here.

Customer experience from the crystal ball – the year ahead

January 9, 2015

January is typically a time for reflection on the past year and an opportunity to refine business plans, set new goals and focus effort and attention on the year ahead. In addition to this, there’s always predictions as to the likely trends … Continue reading →

Indifference or inertia isn’t customer loyalty

October 29, 2014

After sending an unrecognised 0808 telephone number to voicemail recently I foolishly answered the phone after the third or fourth call. As I suspected, it was my mobile phone network provider who initially claimed they were calling to ‘thank me for my loyalty!’

Sack all the cleaners

October 24, 2014

Before we start let me just clarify that I’m not about to call for the wholesales removal of cleaners from their current employment. Nothing of the sort. But I do want to talk about empowerment and ownership in relation to … Continue reading →

Brevado – “Creating Products Synonymous with Better Customer Experience”

October 22, 2014

Like all great products or services, they solve a fundamental problem that meets a customer need, making lives simpler and easier in the process and in doing so creating better customer experiences. The Brevado team has done just that. Brevado is a relatively new and small tech start-up company born in the New York area in the Eastern United States. It was the brain child of three long-time friends, Nick Zafiropoulos, Steve Garofalo and Mike Perna….

You can’t manage from the board room or the balance sheet alone

October 10, 2014

I like watching Under Cover Boss because apart from it being interesting on many levels, it never fails to highlight how businesses cannot be run solely from either the balance sheet alone or from the ivory towers of a head office, despite claims of the best management reporting and a transparent, open and communicative culture.

Slides, friction and customer experience

October 8, 2014

I remember a couple of instances when I was young, when my Mum polished the slide in our local park. She actually took a duster and a can of polish in her bag along to the park when we played. Just standing on the top step was enough to give you butterflies, let alone the sliding experience that was to follow! It was a great experience. Fast, thrilling and without friction to slow me or my friends down and one we could repeat again and again until tea time. It’s the same with customer experience…

UK economy grows, customer satisfaction declines

September 29, 2014

With signs that the UK economy is now starting to recover after the worst slump since World War 2, customer satisfaction however is on the decline.

July saw the most recent update of the UK Customer Satisfaction Index, which showed the third consecutive drop in customer satisfaction recorded over the last 18 months.

Honesty, expectations and reality

September 25, 2014

Amongst Richard Branson’s many quotes that have been published over the years, my most favourite has always been this one; “Customer service is about attention to detail and communication. Neither of which are difficult so naturally they’re the first things we forget!” It’s my favourite because he’s right.

Cut Your Cognitive Load to Improve The Customer Experience

September 20, 2014

One of the more recent books I’ve read this year is the excellent ‘Scaling up Excellence’ with the very apt subtitle of ‘Getting to more without settling for less. As a very brief overview, the book details the work and research of Professors Robert Sutton and Huggy Rao of Stanford University in trying to understand the basic principles that allow organisations to scale successfully.

Sledgehammer to crack a nut?

September 19, 2014

“Co-op looks to trolley mounted tablets to boost customer experience” Now don’t get me wrong, I’m all for using technology to improve customer experience or even anything else in life come to that, but to me this seems like using … Continue reading →

Can you value and recommend a product you never use?

September 16, 2014

Not many people I know like having to pay car insurance. It’s perceived as a necessary evil and an additional expense and cost. I understand why we need it, but it always feels like an additional tax. And it’s not even a remotely glamorous or exciting purchase now is it? No insurance is.

Is ‘Easy’ The New Driver of Customer Loyalty?

September 16, 2014

Customers that get ‘easy to do business with’ types of experiences are significantly more likely to return than those that don’t. Sounds common sense doesn’t it and yet some businesses seems to go out of their way to do the opposite.




Richard Kimber

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