Customer loyalty, trust and the limbic brain

I recently re watched the inspiring Ted Talk from Simon Sinek on how great leaders inspire.

Simon talks about the notion of a golden circle or 3 concentric circles. At the centre, is ‘why’ – the emotion or purpose of why you do what you do (or why a business does what it does). Next out is ‘how’ and the outer circle is ‘what’. Customers buy from the inside out based on the why first, then how and what. Businesses however, sell and communicate from the outside in which is why they often fail in their approach.

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UKCSI – State Of The Nation Update

Customer satisfaction on the high street seems to be pulling out of the destructive nose dive we’ve seen in the last 4 waves.

The July 2015 results from the UKCSI are out now and as in earlier posts, I’ve trawled the results and here is a summary for you.Uk map UKCSI

The previous two years of decline seems to have now plateaued with the index rising by a meagre 0.2 from this survey wave to 76.2 overall (out of 100). Way down from the heady heights of 78.2 in January 2013.

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Leading on Service

In a previous incarnation, I worked in the fleet and leasing industry. For the benefit of those people who are unfamiliar with it, as a company we provided fixed term finance to businesses who wanted to provide company cars to their employees (so lease rather than buy).

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Sack all the cleaners

Before we start let me just clarify that I’m not about to call for the wholesales removal of cleaners from their current employment. Nothing of the sort. But I do want to talk about empowerment and ownership in relation to … Continue reading →

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Brevado – “Creating Products Synonymous with Better Customer Experience”

Like all great products or services, they solve a fundamental problem that meets a customer need, making lives simpler and easier in the process and in doing so creating better customer experiences. The Brevado team has done just that. Brevado is a relatively new and small tech start-up company born in the New York area in the Eastern United States. It was the brain child of three long-time friends, Nick Zafiropoulos, Steve Garofalo and Mike Perna….

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Slides, friction and customer experience

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…

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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.

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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.

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