Category: Customer Experience

2

(It’s not) All About the Money

Giving customers money when they complain will make them go away, but might also mean they don’t come back…

7c53dd17464495-562ba7d753b25

See No Evil, Hear No Evil…

A good friend of mine shares his story about how his company lost touch with their customers, and are now reaping the rewards of finding them again…

img_5353

The Effortless Economy

I was recently reminded of how crucial effortlessness is in creating a brilliant
customer experience, whether that company be an old dog, or a Silicon Valley pup full of new tricks…

A yellow fish swim in the opposite direction of a group : Think

Unpredictable individualism

People will choose the most useful option for them in that moment – and may choose differently every time. Welcome to the world of customer divergence.

OldDog

Teaching new dogs old tricks

Think slick Silicon Valley start-ups always trounce the analogue old guard at customer experience? Think again…

img_3235

If I only had a heart…

With the rise of the robots imminent, a return to Oz can remind us about what’s at the heart of great customer experiences…

Picture4

It’s Not Me, It’s You

If a customer makes a mistake, it’s the companies fault for making it possible for a mistake to be made. Welcome to Customer Experience in 2016…