Know Your Customer (KYC) is primarily about the decisions a financial institution needs to make about a (potential) customer. However, I have yet to find a definition online that focuses on decisions. Wikipedia’s definition focuses on the process, while Investopedia and The Free Dictionary place emphasis on the form that has to be completed. Although…
I can’t get no (Customer) Satisfaction – 4 Ways to get Customers Singing a Different Tune
Measuring customer satisfaction is often as unreliable and surprising as election or referendum polls. The downside of believing what people say they will do and their actual actions can have many politicians and business people eating their hats or even their kilts. Mick Jagger’s plaintive cry from over 50 years ago still rings true for…
A Lasting Legacy or Eternal Damnation? Redemption is in the Clouds
In the business world many personal legacies are less memorable and more toxic, and deserve to be consigned to the Rip Off Rascals Hall of Shame. The Enron gang, Robert Maxwell and Fred Goodwin immediately come to mind. But there is one definition of legacy that many companies would probably also like to forget, but are reminded of every day by their customers and employees.This is their old and creaking technology defined in many dictionaries as “of, relating to, or being a previous or outdated computer system.”
Customer Experience: An Opportunity For Transformational Change?
Boards are tasked with delivering shareholder value, by driving the bottom line and in the search for what is going to deliver this benefit, an area that is being looked at with growing interest is Customer Experience.
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 were discussed throughout the day along with delightful drinks and fabulous food – only what one would expect at Fortnum & Mason.
Walking A Mile In The Shopper’s Shoes: IR Digital Design Conference
Last October, RSR published a benchmark report entitled Retail Growth Strategies in 2014 (sponsored by IBM and Oracle[1]), and it contained a surprising finding, that the overall response group rated “more physical stores in existing markets” than “more physical stores in new geographies” as “high value” opportunities, 61% vs. 54%. But as is typical in […]
Cybersecurity, Big Data on the Minds of Executives
On Feb. 10, the WSJ Journal Report CIO NETWORK section had a number of interesting interviews with executives after the previous week’s conference.
George F. Colony, chairman and chief executive of Forrester Research Inc., had this to share: “We’re in what we call ‘the Age of the Customer’, where the customer is now using technology to price precisely, to be able to critique your products precisely and publicly … and to be able to buy anywhere.”
The Job of the Customer Experience Manager
The need to improve customer experiences has been around since cavemen traded rocks for fish. And as our understanding of complex customer experience issues has grown, so too have the opportunities for those moving into leadership and management roles. Having credibility to influence change is at the heart of the job. But in reality, it can … Continue reading →
3 Ways To Turn Mediocre Customer Experiences Into Remarkable Ones
When you think about remarkable customer experiences, what kind of companies come into your mind? The ones that create remarkable experiences or the ones that are mediocre? I bet the remarkable ones! So, how do you turn mediocre experiences into remarkable? Read this article for 3 key principles.
Test the pulse of your processes – and see if they are still alive!
Many processes are like automatons. They wake up in the morning, brush their teeth, take the train to work and start toiling . For four hours they check their emails, put out fires and curse the work they do. Then, finally, it’s time for a lunch break. They grab something to eat, read the latest news, check Facebook and begin to feel sad about going back for their afternoon session at work. They head back to the desk, work for four more hours, take the train home and watch TV until going to sleep.
