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’.
Get Tw’rking – Maybe more business should get Tw’rking
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 →
What’s Your Proposition?
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 …..
Is it really worth the effort, can I be bothered?
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 Satisfied Customers Leave
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? people buy from people
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 →
How Can We All Get A Bit Of Disney Magic
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 →