It was one of those cold autumn days as I walked across the parking lot of a potential client. I was thinking how quickly the nights were drawing in when I entered their reception area which was very grand and I waited for Pete (not his real name), the Head of...
I fly a lot. I have Diamond status on the Delta airlines loyalty scheme, the highest you can get. I really fly a lot! On my briefcase and all my bags I have the Delta Diamond tags. This is like wearing a beacon that says ‘this guy flies a lot’! My question is, “When I...
Where does the customer experience sit? What are the responsibilities and, most importantly, the authority of the customer experience owners within organisations? These were some of the questions we looked to answer with our research amongst senior customer experience...
I’ll start with a real life story. The CEO of a company decided not to renew the contract with their telecommunications provider even though they were the cheapest. Puzzled by that the account manager sought to speak to the CEO and found that the reason for this...
As businesses strive for efficiency I often hear the mantra ‘the best service is no service’. On the face of it, this makes sense. If the customer doesn’t have a reason to contact an organization that is good for them and good for the organization, it means there are...
