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?
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 … 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 … Continue reading Shaving is boring? Not when you’re customer-obsessive
In last month's post I identified The One Rule for strategy in a customer-driven organisation. Everything relates to delighting customers The use of the word delighting is important: it means achieving the customer’s desired outcomes. The word everything is important as well as it's likely to be the source of a number of questions or objections that … Continue reading Five objections to The One Rule
I've been thinking a lot about simplicity lately, partly because simplification is a major outcome of knitting fog and partly because I am starting to feel a bit overwhelmed by articles with titles like 'N top tips to improve your Customer Experience' or similar where N is usually an odd number between 5 and 25 . … Continue reading The one essential rule for customer strategy
Is there a recipe for transformation? Can a business genuinely transform itself to be customer-led? How do you get started? I attended a breakfast discussion on the topic of transformation with a group of fellow Comotion associates recently and whilst these questions are straightforward, some of the answers challenge accepted wisdom on strategy and transformation. The roadmap … Continue reading Transforming to a customer-led business: a potential model
In a week that has been dominated by the attack on Westminster Bridge and the Houses of Parliament on Wednesday I, like the vast majority of Londoners, have just carried on with what I need to do. This week has involved monkeying around with surveys, talking about agility and generally getting distracted. When I survey … Continue reading My week in CX #7
Designing and implementing a new operating model is one of the biggest challenges an organisation can undertake, and increasing pressures and strategic priorities mean that results need to be achieved in a shorter and shorter timescale. Do the agile approaches that have arisen over the last few years - mainly in the development of digital … Continue reading Developing a new operating model: agile or fragile?
What does Gothic fiction have to do with customer experience? Not something I've thought about until recently but the parallels are interesting. When I'm working from home I like to have BBC Radio 3's Essential Classics and on Tuesday's broadcast studio guest Sarah Perry, author of much-lauded novel The Essex Serpent (also next up in my fiction reading … Continue reading Experience Design: Almost Gothic?
I attended a lively breakfast discussion with some fellow OCXD-sufferers at Comotion last week. The starting point was what form the Chief Customer Officer function should take, but the resulting discussion took us in a slightly different direction. My take on it can be found here.