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Hello world!
Over the last seventeen years, I have worked in some of the largest corporate organisations in the world. From RBS in the UK, to Deutsche Bank, to General Electric among others. I have worked in...
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Customer Experience ‘what’?!
I am often asked what I do for a living. This is by no means unusual. I am sure the same happens to you on a regular basis. If I had been a doctor, or lawyer, or plumber, or electrician, or nurse, or...
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Memories – which ones are you creating?
A few years ago I delivered a customer experience presentation to a large group of senior leaders within an organisation. The focus of the presentation was to enable them to focus on the significance...
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‘We tried our best’– is this statement ever good enough?
If you live in Britain, you cannot fail to have been gripped by Olympic fever. Even if you have not been gripped by it, you will not have been able to avoid it. Olympic coverage is almost 24 hours a...
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Apathy – whose fault is it?
My wonderful wife is the first to point out that I am not necessarily the best customer. Doing what I do for a living, I fully acknowledge that I am very conscious of the experiences I have as a...
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Pants! What is wrong with Marks & Spencer?
20 years ago, you could walk over London Bridge – make that any bridge in the UK for that matter – and be pretty sure that almost everyone traversing the bridge with you would be wearing something...
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I just want to close the curtains!! Can you take customer experience...
This is a building in Glasgow. It looks like any other ‘modernish’ office block in the UK. This is not an office though. This building is a hotel – a new hotel in Glasgow called CitizenM. I had the...
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Is your customer experience a Victorian penny dreadful or the greatest story...
Reblogged from Rod's Round Up: I remember reading a great paper from a few years ago in the Journal of Service Research, called “Service Design for Experience Centric Services” that talks about the...
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‘Don’t judge a book by its cover’– it does not matter what you look like, a...
This is Helen Kewell. I met Helen and her husband Nick last year whilst attempting to climb too many mountains in too short a space of time. Helen is a very intelligent, witty, attractive mum of three...
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Do you know the facts? 4 steps to deploying a customer focussed measurement...
A few weeks ago, I introduced my perspective on the significance of a customer experience framework and how it can help an organisation to focus its customer experience efforts...
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A year of great experiences!
If you are reading this, you are almost certainly someone who enjoys reading a good blog. At least I hope that the blog posts you have been reading have been good! It is exactly 1 year since I penned...
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Resentment is a hard thing to shake off – think hard before you create it
Resentment. It is a pretty harsh word. It is a word that should most certainly NOT be on your mind when thinking about businesses and organisations that you interact with on a regular basis. However,...
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‘It’s a…..baby!’ The greatest experience of them all
As news breaks that the Duchess of Cambridge has gone in to early labour, the media furore that will ensure the world shares her joy (and pain) is already in full flow. With Our future King at her...
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Customer Experience – It’s pre-determined by culture!
It is the 15th August 2013. We are slap bang in the middle of holiday (vacation) season! Friends, family, colleagues and associates are travelling by train, planes, boats and buses to destinations...
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Guest Post: The Impact of Social Media on Customer Service
Reblogged from I think, therefore I write...: Social media as channel for customer service has featured heavily on my blog in recent months – firstly thanks to my experience with social media customer...
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‘Happy People Sell!’– happiness and a good LIFE BALANCE benefit everyone
In case you don’t know, this is the wonderfully charismatic Nev Wilshere. Nev is the CEO of a company called Save Britain Money (http://www.savebritainmoney.co.uk/index.html). According to their...
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Building a Customer-Centric Culture– it’s all about the 3 L’s!
Whenever you start to talk about the concept of a ‘customer centric culture’, you run the risk of doing the following: Sounding as though you have magic powers that can ‘change the world’ Sounding...
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Customer Service or Customer Experience? What exactly does customer...
I am not the first, and will certainly not be the last professional person to work in and around the ’customer experience’ field. There are thousands of customer experience professionals all around...
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What do customers really want? The top five most important things revealed
A few weeks ago, I decided to conduct some independent research. I have always been intrigued to know exactly what is most important to us as consumers, and up until now have used my professional...
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What irritates customers most? The top five irritations revealed!
A few weeks ago, I decided to conduct some independent research. I wanted to know what was really important to us as customers of organisations, and was very excited to produce a blog post revealing...
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