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My Belief is that Customer Experience (CE) provides a blueprint to transform a business by combining two aspects, that for many businesses are diametrically opposed. ‘Drive shareholder value to make the business a more fulfilling place to work and a ‘delight’ to deal with for customers’.
Now don’t worry I am not suggesting that you down tools and ask your colleagues to start sticking their bums out with a little shake – although that may improve colleague engagement. What I am talking about is ‘Teleworking’! Giving people the freedom to work from home. So will we really see more UK tw’rking! … Continue reading →
If You Don’t Have A Proposition, You Can’t Do Big Things What’s your proposition? A simple question, and often one that is met with a blank stare, or a (repeated without much conviction) statement of a few words from the Marketing owned Brand Guidelines – by way of digression, my favourite of all time (and quite …..
Bothered, am I bothered, can I really be bothered! Gosh I sound like Catherine Tate! Perhaps the new measurement system for measuring Customer Experience should be the bothered index! Do companies really care about our Experiences? UKCSi: Over the last few days, I have been pondering on why we are seeing declines in Customer…
Why Do Satisfied Customers Leave? This is a constant question, and there are any number of different views, so I thought I would share mine. First let me say I do recognise that, thankfully, in many cases companies are moving on from blunt satisfaction ratings, but just in case you are not there yet, … Continue reading →
Creating Engagement Through Empathy Engineering? So how do you build truly great levels of customer value? We have all heard the stories about customers with an 85% satisfaction rating being almost as likely to leave you as those with a 60% rating. Well, perhaps that is because being satisfied with a service is simply not … Continue reading →
Maybe we all need a lot of Mickey Mouse in our business. Certainly business can gain a lot by sprinkling a bit of Disney Magic! It is the little things that count, and often it’s the simple things as well – it’s the compound effect of too many little breakdowns can cause a massive melt … Continue reading →