Have we got our approach to CX wrong? I’ve got a concern that CX practitioners get marginalised when what they do is massively important for the businesses in which they work. Quantum physics can help here too…
Last week I committed on Twitter to revisit IKEA’s customer experience. There’s nothing like encouragement to get you going so as IKEA’s twitter channel quite liked the idea, here goes…
I’m writing this towards the end of the fortnight where my area of SW London experiences a quantum leap in busy-ness as the streets are thronged with people heading for the Wimbledon tournament at the All-England Lawn Tennis Club. As I write, the UK has reverted to its default state of no title contenders despite Johanna Konta’s spirited efforts and Andy Murray’s struggles with injury. However, there is a British winner
It seems only right that since my last piece was on the on the importance of saying goodbye, I should deal with the even more important area of a good welcome. Feeling like you are a valued customer from the moment you enter anyone’s premises – and that includes online premises – taps into a deep emotional need and it’s a bit of a mystery to me why organisations don’t pay more attention to it.
I experienced a brilliant welcome when I visited a National Trust property