The role of social media as a machine for allowing groups of people to be in a state of perpetual outrage is a trend which shows no signs of abating. Love it or loathe it, what should you do about it? Is responding to organised online campaigning a reasonable reaction to the Voice of the Customer or are you just caving into cyber-bullying?
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 Financial Conduct Authority has got in on the act and enrolled none other than the Terminator himself, Arnold Schwarzenegger, in an advert to urge people to get their claims in before 29th August 2019. Continue reading “4 questions to check… are you exploiting your complaints goldmine?”
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”
In a week in which my customer experiences revolve around eating, I give some feedback, find out how much my advice is worth, eat far too much pizza and receive more communication from the mysterious Amy Ingram…
Delays to last week’s customer experience owing to some pressing client work means that I’m casting my mind back to about a fortnight ago… if only I had some memory enhancement to help me… more on that later. It was a week in which tech matters seemed to come to the fore, particularly in the area of artificial intelligence (AI) where the future may be arriving, albeit slowly.
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. Continue reading “My week in CX #6”
In a week of customer experience lunches I re-discover that it pays to complain, get creative online and wish more people were like the #timetunneltrain driver.
Whole lotta lunch
Fay Maschler, restaurant critic of the Evening Standard publishes a diary of what we might call her meets and eats Continue reading “My week in CX #5”
There’s quite a bit in this week’s cavalcade of customer fun that relates to healthcare and queuing so it seems entirely appropriate to dust off a jazz-rock-fusion classic from my vinyl collection for this week’s photo. Meanwhile, some of the recent sagas come to a close (and some don’t) and everybody seems to want my feedback.
Albert Einstein is credited – perhaps inaccurately – with the saying ‘The definition of insanity is doing the same thing over and over again, but expecting different results’ and this received wisdom inhibits us, I think, from trying something the same, albeit with a different twist.
When I set up this site I was initially unsure whether Continue reading “Recycle, reuse, remix, repeat – be daringly (un-)original”