The role of social media as a machine for allowing groups of people to be in a state of perpetual outrage is a trend which shows no signs of abating. Love it or loathe it, what should you do about it? Is responding to organised online campaigning a reasonable reaction to the Voice of the … Continue reading When customers ‘gang up’ are you ready?
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 Universal Credit will miss out on payments over the festive period adds some excitement to what’s often a ‘worthy but dull’ feature in the Saturday schedule. Leaving aside the politics … Continue reading Universal Credit: customer experience without compassion
Do you remember how Dove not only shot themselves in the foot but then carried on and removed a couple of toes for good measure? To many it was always going to be a controversial Facebook ad. A soap brand showing a black woman 'changing' to a white, then Asian one as she removes her … Continue reading Did Dove behave like bad boys? Don’t forget: customers drive your reputation!
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 to make a hasty edit – but I think not: Ryanair is thoroughly customer-focused, but their low-cost approach illustrates the challenges of maintaining such a strategy when things go wrong. In … Continue reading Ryanair has a customer-centric approach, but it’s not what you think
Have you got PPI? Do you think you might have had PPI? I’ve lost count of the times that some click-bait ad has popped up to ask me that question or, on some occasions, I’ve had to take a phone call from someone aggressively selling me PPI claims services I don’t need. Well, now the … Continue reading 4 questions to check… are you exploiting your complaints goldmine?