Forget Chief Customer Officer, welcome to the new “COO”
There’s a problem with the Chief Customer Officer role and rethinking it as the “Chief Outcome Officer” (COO) can help everyone get on board a…
Tag: Article
The future for the high street may be hugely brighter – if companies change
Howard Schultz, executive chairman for Starbucks may have predicted even more than he realised when he said, “You walk into a store, whatever it is,…
Harnessing the power of purpose
Vision. Focus. Mission. Drive. All words we often use to describe the qualities we associate with high performing companies or the people who lead them.…
Customer service basics can make all the difference (part 2)
In the first part of this two-part article I dealt with some examples of keeping the customer informed and managing their expectations. There’s a common…
Customer service basics can make all the difference (part 1)
In focusing on customer experience, CX professionals can be guilty of forgetting that very often it’s the basics of customer service that can make the…
Putting compassion into customer experience
BBC Radio 4’s ‘Money Box’ isn’t often where you go for a scoop with political ramifications but today’s announcement by the programme that families on…
Try this Customer Innovation technique
I promise in my workshops that I can teach people how to innovate. Really? Is this possible or is this simply a set of techniques…
People not process will turn your complainers into raving fans
Complaints are a customer feedback goldmine and one that companies ignore at their peril. But how you handle the complaint is even more important: it’s…
“Customer Experience Day? What does that mean?
Did you have a good Customer Experience Day? What? You didn’t realise it was happening? Strange! I thought it was up there with Pancake Day,…
4 questions to check… are you exploiting your complaints goldmine?
Have you got PPI? Do you think you might have had PPI? I’ve lost count of the times that some click-bait ad has popped up…