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”
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 Continue reading “Hello and welcome”
Towel Day has passed me by in the last few years (actually it’s passed me by since its inception) but I noticed it last week and as it reminded of a towel-related customer experience I’d intended to write something and shamelessly exploit the hashtag for a link or two. In the end a mild virus – barely even man-flu – was enough to put paid to that plan but, as it’s quite a good lesson in customer experience I won’t save it until next year.
Starting an occasional series in which I report back from the front line of customer experience. As well as an obsession with the minutiae of customer experience I have an obsession with keeping things as simple as possible (but no simpler as Einstein once put it) and so a recent experience with M&S Food reminded me, once again, how introducing even a small amount of complexity into a transaction can result in a poor customer experience, despite the heroic efforts of front line staff… Continue reading “Tales from the sharp end #1: M&S Food”
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 might be arising. Let me deal with the ones that I can think of… Continue reading “Five objections to The One Rule”
There’s only so much pizza a man can take in the interests of customer experience and so this week my Pizza Express odyssey comes to a (satisfactory) conclusion. In other news, my local arts centre makes me yearn for a bit of NPS and decide to call time on the weekly reports. Continue reading “My week in CX #10”
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 . If I add together the various Ns I have too many rules, tips and hints to keep in my head at once so, as an antidote to tip overload (the tipping point?) I have identified the one essential rule you must adhere to when defining – and implementing – customer strategy.