Who can you trust these days? In an era of ‘fake news’ and everyone’s opinions masquerading as facts, it’s a relevant question. I just read a great Fast Company article on the dodgy world of mattress-recommendation sites and it made me think Continue reading “Mattress-buying – a hotbed of intrigue (pun intended)”
The recent furore over Dove’s Facebook ad – where a black woman ‘changes’ to a white, then Asian one as she removes her t-shirt – appears to be a result of a thoroughly misinformed piece of decision-making.
Dove’s subsequent ‘apology’, claiming that they had ‘missed the mark’ struck many as less then wholehearted, apparently compounding the initial error.
However, as commentator Richard J Hillgrove suggests in Drum, this could just be part of a cynical strategy Continue reading “Bad boys? Dove and the problem with reputation”
Did you have a good CX Day? You didn’t realise it was happening? Strange! I thought it was up there with Pancake Day, Mothers’ Day, Fathers’ Day and the Eurovision Song Contest as a red-letter day in anyone’s calendar. Well, maybe I’m exaggerating a touch, but the reaction – quoted verbatim above – when I mentioned to someone that it was, indeed, Customer Experience Day proved to me not that there had been a failure of publicity, but that the day itself possibly didn’t have much point if you’re not a CX specialist. Which made me realise that we can get far too obsessed with customer experience itself and lose the point of why it’s important. Continue reading ““Customer Experience Day? That means eff-all to me!””
I recently co-wrote a report on customer-centric strategy for NextTen – more on that later – 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 fact, pursuing this strategy appears to be more likely to cause these problems. Continue reading “Ryanair has a customer-centric approach, but it’s not what you think”
The avid reader of these posts (and whoever you are, you’re keeping a low profile) may have noticed the odd, obscure music reference creeping in to the titles. I think this week I’ve found the most obscure one and you’ll have to read to the end to find out what it is. (Cheap trick, I know, but it’s slightly better than calling this post Five Reasons Why Shaving Is Not Boring.)
Tales from the sharp end #3
Following my earlier post on my experience with BT replacing my WiFi router (all gone well, the new router appears to be an improvement) I came across an interesting article from InnovationBubble on whether a frictionless service means a meaningless service and a less valuable relationship as a result.
To avoid wasting money investing in a frictionless service it’s worth understanding what it is your customers want – or more precisely, what outcome they are trying to achieve.
I’ve just had a great service experience with BT and now that more than 10 years have passed since I was responsible for their customer service strategy, I’m not blowing my own trumpet to praise them. It made me realise that when you get a great service it’s sometimes unremarkable. In this case, having a better understanding of customer outcomes could have moved it from great to outstanding.
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 Continue reading “The UK’s Wimbledon winner”