Tag Archives: Build great customer experiences

InsipireMCR A Tip In The Right Direction

Of course its hard work, especially if you don’t know which way you are going Both Nicola Collister and myself were invited to a recent InspireMCR event hosted by Lawrence Jones of UKFast. I am quit ... Read More »

Retail Directors Workshop at Fortnum & Mason

Having worked in Retail for over 20 years, we were delighted to be asked to co chair an event with Rant & Rave at the prestigious retailer Fortnum & Mason. There were a number of themes that w ... Read More »

Contact Center Challenges Due To Changes in Customer Behaviour

As we transition from the Age of Information, or the internet of things and move into the Age of Engagement, have the challenges we faced on along the way changed? have they stayed the same? Or are th ... Read More »

What’s The Right Measure?

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 ... Read More »

If You Want The Truth – Ask The Question 3 Times

We are surprisingly simple – Which makes us really complicated I was chatting to a colleague Jon Marrs who is in the US exploring opportunities last night, and the thought occurred – It always ... Read More »

2+2 = 5 Bad Maths or The Way Forward?

Why Customer Experience Has The Power To Affect Change. I thought this was worth bringing back out as we do tend to live in a volume related world and there is a big temptation to keep churning ‘stu ... Read More »

Which Comes First – Activity or Change?

So we like principles like Malcolm Gladwell’s The Tipping Point because it resonates with us. The feeling that nothing worth having comes easily, and even the most gifted have to work hard (10 years ... Read More »

People Powered Change

Now those who read this blog will know a recurring theme is the need to dress old ideas up as new ones, with the skill being in spotting which one of these ideas ‘time’ – usually based on someth ... Read More »

One Constant… Lots Of Variety

So we are a year old. What have we learned? We set up Custerian because we want to help business’s be more successful. Perhaps its an age thing, but you do get to a point in life where you appreciat ... Read More »

Should you always employ your employees?

So I have been having a think today about why some companies seek, almost constantly, help and advice on how to create change, whilst others just get on with it. And I think asking yourself if you wan ... Read More »

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