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?
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 … Continue reading “Customer Experience Day? That means eff-all to me!”
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 … Continue reading When great service is good enough – but could be even better
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… I had the great pleasure of seeing a new play – Mosquitoes – at the National Theatre earlier … Continue reading Customer experience, quantum physics and the big picture
In which this runner's customer journey comes to a standstill, a national institution gets quite matey and an orchestra prompts new thoughts about customer experience. Runners need a rest from feedback After grumping last week about Runnersneed's tardiness in responding to my feedback I received an email from the branch manager in which he clarified … Continue reading My week in CX #6
I was struck a few years back when I read Herb Kelleher's excellent account of the growth of SouthWest Airlines that he held the view that customers come second whilst employees come first. Aha! I thought, contrarian thinking from the head of a company renowned for delivering a great customer experience, that's great! And since I … Continue reading Customers first, or employees – do you really need to ask?
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?
They say you should never start with an apology - but let's break that rule: apologies in advance to anyone reading this who does actually suffer from obsessive compulsive disorder (OCD). This post is not intended to trivialise a serious mental health condition but Obsessive Customer Experience Disorder (OCXD) seems like a good way of characterising my own … Continue reading Five key questions to check if you have OCXD
If you have been following this series closely you'll be equipped to build great relationships with your customers and be able to motivate your co-workers with a few killer one-liners and some well thought-out communications. There's just one thing that needs to be added to spice up the workplace: circus skills. Yes, this is my … Continue reading Business lessons from the Edinburgh Fringe: 3) Just add circus skills
I'm going to tell you a story... no, I'm going to start with a confession - I don't go to that many comedy shows so what I'm going to say is based almost entirely on the few shows I saw at the Fringe. But, as we consultants say, two data points make a trend and … Continue reading Business lessons from the Edinburgh Fringe: 2) Stand up and be funny