Not if you link it to performance outcomes There’s an old management cliché that goes something like “50% of my marketing spend is wasted but the problem is I don’t know which 50%”. When it comes to spending on management consultants it could be that 100% of your spend is wasted if recent research into … Continue reading Is management consultancy a waste of money?
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
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 … Continue reading Do you want friction with that? The limits of ‘frictionless’ experience
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
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… History time I’ve been an IKEA customer for nearly half my life (which makes me wonder if my house should look a bit more Scandinavian than … Continue reading Tales from the sharp end #2: IKEA, memory and the peak-end rule