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…
Tag: customer experience
JDSports – Bucking the trend and creating massive growth with average customer experience and a declining market
People don’t want to go into stores any longer and, for the vast majority, “in-store” sales are in decline. Online shopping is the only area…
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,…
Explaining your company background – the often missed sales opportunity
How often have you sat down and listened to a sales person introduce their company? How did you feel at the time? a) Mildly Interested?…
The good, the bad and the ugly: Thames Water
If there’s one thing that makes my blood boil – It’s seeing a company get away with providing repeatedly poor service and get away with…
Ryanair has a customer-centric approach, but it’s not what you think
I recently co-wrote a report on customer-centric strategy for NextTen that included Ryanair as a (positive) case study. The recent problems with pilot scheduling might cause me…