Question Time
Focussing on the outcome, not the question, will mean you never need to ask ‘Is there anything else?’ ever again
Category: Customer Experience
Customer Experience Stories
Do Not Reply: The Hidden Cost of Bad Customer Experience
What can a missed fridge collection, a DoNotReply email, and a fake name tell us about how companies waste money giving a bad customer experience?
Showing the Plumbing
When you’re stuck in the inner processes of an organisation, being a customer can feel a lot like trying to complete a level of Mario.
Track, Trace, and Race
Managing expectations well can relieve a lot of worry and stress. But the best companies do it in a way that creates fun and excitement, too…
Time to Say Goodbye?
One kitchen, several builders, and a reminder that organisations should be saving customers time, not demanding it.
End As You Mean to Go On
My list of impulse lockdown purchases is impressive, and one reminded me that if companies make it too hard for customers to leave, then they’re unlikely to ever come back.
Stand By Me
Before lockdown hit, I went shopping with a customer to see whether how she said she shopped actually had any correlation to how she behaved. Spoiler alert: it didn’t.
