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: customer experience
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…
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…
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…
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,…
Great CX is vital for successful healthcare
An increased focus on customer experience – not just the customer service element – is becoming increasingly vital to ensure success as a healthcare provider.…
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…