When it comes to customers with any form of impairment the answer is most likely not enough As my previous articles on accessibility have shown, the experience for a customer who doesn’t fit the “norm” of being a walking, intelligent person in possession of all five senses is typically a lot worse than it is … Continue reading How much do you really understand your customers’ needs?
In focusing on customer experience, CX professionals can be guilty of forgetting that very often it's the basics of customer service that can make the difference between customer loyalty and customer loathing. Some recent personal experiences as diverse as passport renewal, bed buying, a birthday celebration and a free cup of coffee have reminded me … Continue reading Customer service basics can make all the difference (part 1)
I recently co-wrote a report on customer-centric strategy for NextTen – more on that later – that included Ryanair as a (positive) case study. The recent problems with pilot scheduling might cause me to make a hasty edit – but I think not: Ryanair is thoroughly customer-focused, but their low-cost approach illustrates the challenges of maintaining … Continue reading Ryanair has a customer-centric approach, but it’s not what you think
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
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
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 … Continue reading Five objections to The One Rule
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... Expectation Gap Through a combination of laziness and the fact that I get a regular stream of email … Continue reading My week in CX #9
Some of last week's less positive stories look like they could turn into long-running sagas, but there's still some good ones amongst the purveyors of low-level annoyance - including a cautionary tale from the school of rock on how I let my own 'customers' down... Man in the mirror Having finally had quotes from a couple … Continue reading My week in CX #3
During a period known in these parts as ‘between contracts’ I have been doing a fair bit of home improvement and, inevitably, this has involved a trip to the temple of home-furnishing-and-lifestyle that is IKEA. Time then to put myself into the ring to take on the Swedish behemoth in possibly the most one-sided bout … Continue reading Service Smackdown 4: Man vs IKEA
After awarding the T-Mobile:BT bout to T-Mobile recently it seems only fair to reconsider their service superiority after reading this horror story from previously-satisfied customer and sometime blogger with The Independent Nat Guest. A great example of how to write complaints and a really superb example of how not to act as a service provider when you mess up.