The risks of taking loyal customers for granted
One would always assume that the more loyal the customer, the better service they may expect to receive from the organisation they have been so…
Tag: Article
Habituation and the risk to customer experience
I watched a really interesting TED talk by Tony Fadell, originator of the iPod, the other day. In it he was talking about a process called…
The current state of Customer Experience in Retail
The business world as we have always known it is changing. Many would argue that is always has been – changing that is. Since the…
Would NPS be better if its scale only had three numbers?
A question I have been asking myself recently is: Would Net Promoter Score (NPS) be better if it’s scale only had three numbers? Now, before…
Customer Experience and Net Promoter Score (NPS)
I don’t agree with statements like “Net Promoter is now the worldwide standard for organizations to measure, understand and improve their customer experience”. I do…
Trust, Collaboration & Accountability: Building team relationships that improve performance
At the executive level, a leader’s ability to build an effective team is probably the most important competence in the current marketplace. In reality it…
Communication & collaboration: Essential ingredients for all great Customer Experiences
On Monday this week I had the absolute pleasure of spending a couple of hours talking about the subject I like best – you guessed…
3 reasons why collaboration is the key to unlocking success
In 1985 Michael Porter published his book Competitive Advantage: Creating and Sustaining Superior Performance and 35 years later, his premise still lies at the beating…
Employee Engagement: Simple but not easy
Have you ever been to a motivational lecture for self improvement, and said to yourself, “She makes it sound to easy.” Then you get home,…
Do you really know your customers?
Steve Jobs said: “Get closer than ever to your customers. So close that you tell them what they need before they realize it themselves.” He…
