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Customer Feedback – Why Bother?
This weekend I received an email from Starbucks. The title of the email was ‘My Starbucks Idea’. I was made aware of this initiative a couple of years ago – a genuine proactive initiative to involve...
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Customer Feedback – Ten Tips to help you get it right
In May 2012, I was fortunate enough to be able to present at the inaugural Customer Experience Strategy Summit in London. I was asked to speak on the subject of the customer experience (CX)...
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Hats off to you Boden……but it depends what you do with the insight!
On the day that a stalwart of the British High Street, Marks & Spencer, announces poor Christmas trading figures, I think it is apt that I should write a blog about another British retailer. In...
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STRATEGY – MEASUREMENT – PEOPLE: a simple framework for managing customer...
Understanding, managing and improving the customer experience is a skill set that has led to the formation of a new profession. The proliferation of customer experience professionals has led to the...
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Do you know the facts? 4 steps to deploying a customer focussed measurement...
A few weeks ago, I introduced my perspective on the significance of a customer experience framework and how it can help an organisation to focus its customer experience efforts...
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‘Brilliant Basics or Magic Moments?’ What should you be focussing on?
‘What does my business need to do better?’ A pretty simple question that many business owners, shareholders, boards of directors, senior managers and employees all over the world will ask, or be asked...
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‘You could win £500!!’ Should you incentivise customer feedback?
I have often wondered about the pros and cons of incentivising customer feedback. I am not sure what kind of person this makes me – hopefully one that is forever focussed on all of the things around...
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Shhhhh!! Don’t mention Six Sigma – the truth behind the stigma
I am about to say something that I rarely do in public these days (I bet that got your attention!). I am a Lean Six Sigma Master Black Belt. There…..I did it. To those that do not know what this...
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What do customers really want? The top five most important things revealed
A few weeks ago, I decided to conduct some independent research. I have always been intrigued to know exactly what is most important to us as consumers, and up until now have used my professional...
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What irritates customers most? The top five irritations revealed!
A few weeks ago, I decided to conduct some independent research. I wanted to know what was really important to us as customers of organisations, and was very excited to produce a blog post revealing...
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Was everything ok with your stay sir? Why welcoming all types of customer...
As consumers, we are asked our opinions on a regular basis. On any given day we could be asked if we are happy with the product or service we have received on multiple occasions. I have often wondered...
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Why would you recommend Virgin Trains? Why NPS should not be the default...
Virgin Trains – why would you recommend them to anyone when there is no other option? I am very fortunate to work with and alongside some exceptional Customer Experience Professionals. As a specialist...
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Innovating the market research industry – a startup perspective
One thing is certain in the environment we live in today – innovation is essential if organisations want to achieve sustainable growth. Innovation will help ensure that our ever changing and more...
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The Net Promoter Score No No – Do not use NPS if it makes no sense to do so
Net Promoter Score (or NPS as it is also known) has been written and spoken about thousands of times over the last few years. Whilst some see it as the simplest (and cheapest) way to capture customer...
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Guest Post: Mystery shopping reveals three common sources of profit leakage...
I am delighted to introduce a new guest blogger this week – Tim Dixon-Phillip, Director of Service Reality. In his post, Tim talks about the term ‘Profit Leakage’ – as you take the time to read it, you...
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The gift that is Customer Feedback. How not to accept it by Southwest...
Customer feedback comes in many different forms. Often sought out by companies, it can be captured via email, web pop up or telephone surveys. It can be recorded in face to face customer focus groups...
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‘Customer excellence is here: it’s just not very evenly distributed yet’. The...
‘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...
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Dare to be Different – The ‘Dignity in Diversity’ of Customer Experience
People often ask me where the inspiration for my blog posts comes from. Whilst there is no single answer to this question, I will say that the best blogs are usually those that are unplanned. In other...
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The customer feedback experience – an experience not to be taken for granted!
Last week I made a telephone call to my bank. A routine query, I chose to pick up the phone and call with my question, rather than use any other channel open to me. Having gone through the usual...
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Enterprise-Rent-a-Car: How to turn a ‘promoter’ into a ‘detractor’ in 1,2,3!
It fills me with no joy to have to write a post about companies that have delivered unacceptable Customer Experiences. It fills me with even less joy to have to do so about an organisation that I have...
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