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 … Continue reading Tales from the sharp end #1: M&S Food
I didn't set out to theme this year's blogs around films but as all consultants know, two data points make a trend, so maybe I'll continue to do so (although I'm planning to see The Wolfman soon so that could be tricky). After finding a service message in The Road it's much easier for me … Continue reading Is superior service just Up In The Air?
Customer surveys are a brilliant idea, no? No, not always. When you try to measure superior service and the emotional connection a customer has with you or your product, it can be difficult to get data that really helps pinpoint where and how to improve. In this article I will highlight some pitfalls in satisfaction … Continue reading Getting a grip on emotions: 2) Who cares what you think?
This week I will be putting up three posts on the emotional element of superior service. I will be covering: 1) How creating an emotional connection can build customer loyalty 2) Where customer surveys can let you down 3) Why, paradoxically, customers don't always come first First, let's look at how a positive emotional connection … Continue reading Getting a grip on emotions: 1) Customer loyalty
The discussions on superior service examples yielded a detailed response from management consultant Jane Northcote (www.janenorthcote.com) whose take on superior service recognises that it's a two-way transaction. Jane writes: Customer service is traditionally regarded as an attribute of a company: Waitrose provides 'good' customer service, an electronics discount store provides 'bad' customer service. Equally, however, … Continue reading The customer’s role in superior service