(2 minute read) Customer-centricity is the way forward It’s that time of year when we have a succession of variously-coloured days: Black Friday pre-Christmas and Blue Monday today, allegedly the time of year when people are most depressed. To add to the spectrum there was a super blood wolf moon visible in the middle of … Continue reading Good news for Blue Monday: the High Street’s not dead – yet
The survivors of "retail hell" will be those that are prepared to change the way they think about customer experience Reports of the death of the high street may have been exaggerated in the past but the decline in shop sales versus the increase in online sales reported over the Christmas period suggests that retail … Continue reading The death of high street retail? Bring it on!
Best to assume it’s a constant feature of business Picture the scene: an early 21st Century music industry boardroom where a young executive is trying to convince his senior management that a revolution in the way music is distributed is under way. The execs weren’t buying his vision of the apocalypse until this: when one … Continue reading When disruption strikes, will you be ready?
It all depends on the context An unwanted set of medical visits last week resulted in an equally unwanted set of follow-up texts. My local hospital trust “would like me to think about your recent experience in the Emergency Department. How likely are you to recommend us to your friends and family if they needed … Continue reading Net Promoter Score – what’s the point?
The old retail model is dying – consolidation merely postpones the inevitable The news that UK supermarket Sainsbury’s and Walmart subsidiary Asda plan to merge may have been judged a great move by many analysts but it’s not. It’s short-termist. It panders mainly to the immediate shareholder value issues and, as so often happens, the … Continue reading Why the Sainsbury’s/Asda merger is short-termist and simply dumb
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!”