Northern Gas Networks have made some huge improvements in services and performance, which have had a positive effect from the customers’ perspective, as well as regulatory measurements. This has resulted in improvements in their customer satisfaction ratings. However they wanted to take this to the next level, by really stepping into the Customers Shoes and understanding how they could design better experiences across the various journey’s through the touch-points a customers has with NGN. Their Vision “to be the Best UK business for Customer Experience, in the eyes of their Customers”.
Process excellence infographics
Process excellence is a way to produce successful customer outcomes. In a service economy, what you make is not the competitive differentiator, it is why your organisation exists, how you deliver your services and what you do for your customer…
Omni-Channel’s Influence on the Retail Sector
This is the second in a series of blogs concerning what I call the Omni-Channel Tsunami. The focus is on the impact of Omni-Channel in the retail sector, from far-reaching online commerce (“The Amazon Effect”) to new influences on customer behavior.
Riding the OmniChannel Tsunami
I was shocked to learn a few months ago that in the global population of 6.5 billion people more than 4 billion have mobile phones. Global consumers are not merely just increasing their use of mobile telephones, they are doing so via smarter devices – smart phones, tablets or hybrid devices.
Sledgehammer to crack a nut?
“Co-op looks to trolley mounted tablets to boost customer experience” Now don’t get me wrong, I’m all for using technology to improve customer experience or even anything else in life come to that, but to me this seems like using … Continue reading →
Four Quick, Easy, Surefire Ways of Improving Customer Experience
MightyCall‘s Edmund Tee captured some of my comments from a recent advisory session and posted them as a blog. He did a great job of representing the issues we were discussing. His accuracy also reflects on the value of recording meetings so you don’t have to rely just on handwritten notes.
Designing and Improving the Customer Experience in Financial Service
In this white paper, we report on the results of a two-year research project that investigated how leading financial services (FS) organisations design and improve the customer experience. Our team of academic researchers and consultants set out to uncover the practices of customer experience management used by 23 FS companies across Europe and the USA….
Customer Experience: An Opportunity For Transformational Change?
Executive Summary Let’s start with a statement: “Boards are tasked with delivering shareholder value, by driving the bottom line” In the search for what is going to deliver this benefit, an area that is being looked at with growing interest is Customer Experience. We see Blue Chip companies announcing the creation of specific main board…
Mapping the journey of Mapping the customer journey
If an organisation has customers, by definition it also has a customer experience whether it realises that or not. May as well make it the right one, then. To fix the problem, much faith is put in mapping customer journeys. Done properly they are powerful […]
Utilities take another customer service bullet
December was another dire month for utility companies again after the recent publication of a Which? report outlining call waiting times for customer service versus sales lines.
