I remember a couple of instances when I was young, when my Mum polished the slide in our local park. She actually took a duster and a can of polish in her bag along to the park when we played. Just standing on the top step was enough to give you butterflies, let alone the sliding experience that was to follow! It was a great experience. Fast, thrilling and without friction to slow me or my friends down and one we could repeat again and again until tea time. It’s the same with customer experience…
UK economy grows, customer satisfaction declines
With signs that the UK economy is now starting to recover after the worst slump since World War 2, customer satisfaction however is on the decline.
July saw the most recent update of the UK Customer Satisfaction Index, which showed the third consecutive drop in customer satisfaction recorded over the last 18 months.
Honesty, expectations and reality
Amongst Richard Branson’s many quotes that have been published over the years, my most favourite has always been this one; “Customer service is about attention to detail and communication. Neither of which are difficult so naturally they’re the first things we forget!” It’s my favourite because he’s right.
Cut Your Cognitive Load to Improve The Customer Experience
One of the more recent books I’ve read this year is the excellent ‘Scaling up Excellence’ with the very apt subtitle of ‘Getting to more without settling for less. As a very brief overview, the book details the work and research of Professors Robert Sutton and Huggy Rao of Stanford University in trying to understand the basic principles that allow organisations to scale successfully.
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 →
Can you value and recommend a product you never use?
Not many people I know like having to pay car insurance. It’s perceived as a necessary evil and an additional expense and cost. I understand why we need it, but it always feels like an additional tax. And it’s not even a remotely glamorous or exciting purchase now is it? No insurance is.
Is ‘Easy’ The New Driver of Customer Loyalty?
Customers that get ‘easy to do business with’ types of experiences are significantly more likely to return than those that don’t. Sounds common sense doesn’t it and yet some businesses seems to go out of their way to do the opposite.
