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 appreciate phrases like ‘Giving Back’ or ‘Paying Forward’ more, so this altruistic outlook, making other’s successful, makes sense.
‘Customer excellence is here: it’s just not very evenly distributed yet’
‘Customer Excellence is here: it’s just not evenly distributed yet’. A fantastic quote that I wish I could claim was mine! Whilst it is not, I can recognise a particularly relevant and accurate quote when I see one. The quote is in fact the very first line of the executive summary of this years Nunwood UK Customer Experience Excellence Report – a report that should be essential reading for any customer experience professional in the UK.
Are we talking the right language of customer experience?
Many customer experiences simply happen because when it comes to the attitude and processes, we hear people say “We’ve always done it this way”. And if it works today, why not? Well, for a start things could be so much better. Maybe – and I’ve often seen – things aren’t actually working in the way your customers want. The consequences of complacency are huge yet that word rarely, if ever, makes an appearance on the “risks and issues” log.
Agile – To Be Or Not To Be
We love Agile because it’s helping to open people to the idea that the process is not more important than the outcome. But we’re nervous because it’s in danger of becoming a process that’s more important than the outcome…
Apple could lure big brands back to city centre
The launch of the Capital’s first Apple store is likely to act as an “anchor” for the high street and attract brands back to the city centre, retail experts have claimed. Business insiders said the outlet could attract shoppers and revitalise the economy. The technology giant’s flagship Edinburgh store will open on Saturday at 10am, with queues expected to start forming as early as tomorrow night.
2014 UK Customer Experience Awards – Who Were The Big Winners?
2014 UK Customer Experience Awards: A truly amazing result for one company winning 6 (six) Customer Experience Awards on Thursday – that company we’re proud to say we’re helping as our client and partner, Northern Gas Networks.
Wake up and smell the Coffee ….. get social in your own businesses
Businesses need a very large cup of coffee to give them the wake up call Some of you may have seen the Telegraph article about the tweet from the British Gas MD, Stephen Beynon who tweeted “45 minutes on hold to @nationalgriduk – I give up”. The Telegraph goes onto suggest Stephen reads his own […]
A Response to ‘The Value of Customer Experience, Quantified’
The Harvard Business Review recently published an interesting article following research carried out by Peter Kriss of Medallia, exploring, and quantifying the value of customer experience. You can read this article here: http://blogs.hbr.org/2014/08/the-value-of-customer-experience-quantified/ This is a helpful study. Any reliable data that quantifies the impact on a business of positive or negative customer experiences has … Continue reading →
