Are Women Better at Customer Experience than Men?
It’s time for a bit of positive discrimination I was talking to Gordon Tredgold (our Leadership expert) about the implications of International Women’s Day and…
Tag: Article
True agility trumps customer experience – here’s why
When a great customer experience isn’t the only answer A few weeks ago, I wrote a glowing account of my post-Christmas experience with bed supplier…
Stop starting with the problem statement – it misses so much opportunity!
The problem statement is the WRONG starting place for so many projects. We do it in our everyday business life as naturally as breathing –…
Most strategies don’t work! Here’s how to have one that does
Most organisations have a strategy, and many devote some of the best and smartest brains in the organisation to developing and implementing it. Almost all…
It’s no joke: discourtesy hurts your business
Picture the scene. An 85-year-old woman walks into a pub on the outskirts of Chippenham, Wiltshire to check on a lunch booking she’d made to…
Focusing on efficiency is a waste of effort, if you don’t take care of this first
Maximum results are achieved when you are both effective and efficient! When clients engage me, it’s usually to help them drive operational efficiency improvements. More often…
Thinking outside the box – the basis of innovative thinking
To get an understanding of customer outcomes, learn to think divergently We have all used the term “Thinking Outside the Box” at some stage. I…
Changing the mindset, one outcome at a time
Customer Outcome Management will fundamentally change the approach you take – to everything. In my earlier article, I introduced the concept of outcome-based thinking. It’s…
Closing the loop: the vital missing component in complaints handling
You need a strategic approach to managing complaints that focuses on customer outcomes as much as what went wrong. I recently described complaints as being…
The concept that will change your view of Customer Experience forever
If Customer Experience was a person then it would remind me of the people in funeral plan adverts. They are sprightly, active and relevant but…