Category: Uncategorized

Innovation: It's all about permeation!

Before you start to read this article, take a break and make yourself a cup of tea. No, not by pushing buttons on a machine; make a proper cuppa and watch as the flavour and colour slowly seep out...

Top 10 tips for your Customer Experience

Top 10 tips for deploying customer experience management In many ways, execution is the hardest part of creating a branded customer experience because in order to deploy successfully we have to mobilise employees at all levels and align competing agendas, functions...

Executive Editor

Customer Experience Magazine Executive Editor ………will be their own boss and develop this online magazine into an income generating and profitable business. The Executive Editor may be a freelancer or employed but will have sufficient free time every month and would like...

Good cop, bad cop

Why do good complaint handlers go bad when they write to customers? There’s a condition in complaint handling which we at The First Word like to call good cop, bad cop. It doesn’t involve interrogating customers in a dark, smoky room....

What’s really wrong at Morrison’s?

Morrisons’ Failings Revealed by new type of Market Research Study The underlying problems facing supermarket giant Morrisons are much greater than a lack of an online service or too few convenience stores, which the company is blaming for its continuing poor...

Crimes against the Customer

When it comes to critiquing customer service, Mary Portas has a bit of a reputation for her no holds barred approach. But what does she consider to be the worst customer service crimes? Over the next two issues we’ll uncover...

Building a Great Business

Who’s heard of the delicatessen, Zingerman’s? Well, neither had I until recently. But trust me, once you learn about this small business, you’ll be itching to know more. At least this was the case for me and why I felt compelled...

A Winner’s Story – Virgin Money

The Story of Virgin Money’s Lounges Virgin has a 40-year history of going into areas with the aim of making things better for customers. In the last 12 months, we’ve set out to do the same for banking. Our long-term ambition...

Hard to say I’m sorry…

‘Sorry seems to be the hardest word.’ I wouldn’t usually open an article by quoting Elton John. I am today, but only so I can immediately disagree with him. That’s because I think sorry is actually one of the easiest words....

UK Customer Experience Awards 2012

The creme de la creme of Customer Experience Management gathered in Covent Garden on Friday 21st September to recognise and celebrate the excellence of their teams at the UK Customer Experience Awards sponsored by InsightNow. The Finals & Gala Awards...