Category: Uncategorized

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...

10 lessons learned about customer experience

Over the 10 years working with leading global brands, we’ve learned that sometimes it’s executing the basics well that allows brands to break through to new levels of success. Here are some of the key lessons we’ve taken from our...

Rethinking the Risk and Reward Relationship?

The risk/reward principle is well understood, but is it a mindset – a particular lens for viewing life through, or something closer to the rules of a particular game? A game, moreover, often played by people who think of themselves as...

Gold Medal Customer Experience

What can we learn from the award winners? In the year of the London Olympics, the gold medals for Customer Experience were handed out at the UK Customer Experience Awards on Friday 21st September. Here, one of the judges, Paul Weald,...

The Customer Experience Business

Last month, in July, I gave a keynote speech at the Inman Connect Conference in San Francisco. At the 2010 conference we were awarded the highly-acclaimed title, “Inman’s Most Innovative Brokerage”. We won the award for our thought leadership in...

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...

The day in pictures…

Finalists, judges, sponsors, exhibitors and guests all played their part in making the UK Customer Experience Awards sponsored by InsightNow, a day to remember. So how did the camera see the day..? ...

Can you define Customer Experience?

This is how the winner of our iPad competition defined what Customer Experience means to them… <strong>’Customer Experience is every meeting, every call, every email, every query, every document and every system.  It is every interaction and every thought our client...

The winning stories: the judge’s perspective

Have you ever wondered what makes a winning story? What are the factors distinguishing a great team from a good one? Is it a strong vision, teamwork, or strategy? In this article, I’ll share my experience as a judge at the...