Category: Features

Customer loyalty alone is as bad a metric for business success as customer satisfaction

Recently an article of mine was published with the title: “Market research as we know it is unsuitable for the digital economy” and received a great deal of attention, some of it negative. One of the comments called my article...

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Consumers want speed and flexibility

Customers are becoming more demanding, according to a recent survey...

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What's your Brailsford?

I love discovering new ways of looking at how we increase performance and deliver better service. I’m, particularly, inspired by insights from different areas like sport, music, the arts etc. One such insight that I have been using with my clients...

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Health and safety law becomes the new excuse for poor customer service

After recently hearing that the Health and Safety Executive have a...

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Becoming an Assertive Leader – Managing Conflict

Managing and dealing with conflict in both the workplace and in our personal life is a key component to building and maintaining healthy relationships. We have all lost our power or position through the wrath or negative behaviour of...

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The Power of Content Marketing and the Opportunities for the Customer Experience

Content marketing, the marketing technique of systematically creating, distributing   and recycling relevant content to attract, engage, acquire and keep customers. 2012 felt like the year that content marketing as a...

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Rewarding loyalty

Why do we advertise? Is it because we are so proud of a new product that we have to boast about it to the world, is it because we want to entice a customer away from a rival or...

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Customer Focused Strategies. Are they worth it?

Strategic thinking is ‘the art of outdoing an adversary, knowing that the adversary is trying to do the same to you’ (Thinking Strategically – the competitive edge in business, politics and everyday life: Avinash K Dixit & Barry J Nalebuff)....

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Motivating customers to share and return via social media

Once customers have purchased from you online, they have made a clear investment in your brand, and are likely to feel positive – so what can you do with that positivity? From social media to search engine optimisation, online retailers are...

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Lebara making customers SMILE

Multi award-winning Lebara Customer Service have a lot to be proud of – employee engagement, industry high NPS and customers tweeting their love for the contact centre. Here they tell us some secrets to their success. The London based call centre...

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Whose Priority Do We Listen To?

The whole point of customer experience as a business topic is to reset priorities. The theory is crystal clear and the fundamental point is obvious. Yet personal experience tells us that many organisations remain off the pace. Why is that? The fact...

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Listening to customers matters

Business software and services provider Sage is one of the UK’s biggest technology success stories. Launched by two entrepreneurs in Newcastle more than 30 years ago, today’s global FTSE100 business helps over six million customers around the world. Sage’s Jonathan...

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Don't Compromise

Why is it that so many good businesses hire people who are unfriendly and have no interest in being of service to anyone, let alone a paying customer? Why would we put someone out there who we know is rude and...

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The Greatest (customer experience) Story Ever Told?

Like many people, as thoughts turn to what the New Year may bring, I pause and reflect on the year gone by and consider what I can learn and be inspired by to help face the challenges ahead. As far...

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Your shoes or mine?

You know what it’s like, staring in disbelief at the TV, calling the contestant an idiot because they don’t know the answer! Of course, in the warm and cosy surroundings of our armchair, we usually answer in an instant, but...

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