Followers of my blog will know that I have traveled extensively over the last four years. In 2015 alone, I have visited 20 countries in Europe, Africa and Asia. In 2016, I am already scheduled to work in North America and the Middle East as well as continuing my efforts in Europe and Africa. In […]
Going the Extra Mile — The Difference Between Just Doing a Job and Genuinely Engaging with the Customer
On occasion it feels as though certain phrases in the language of business are overused. Take ‘walking in the customers shoes’ for example. What about ‘moments of truth’? Another common one is ‘walking the talk’. Whilst the meaning behind the phrases is perfectly well intended, all too often the words and their meaning are dismissed […]
Allow me to start this post by asking a question. Do you ‘like’ your Telecoms provider? It is a very simple question – it contains only 6 words – yet I believe it is a question that opens a large can of worms. Let me ask another question. Have you ever recommended your Telecoms provider […]
Do you know what ‘it’ feels like? Why experiencing your customer AND employee journeys is so important!
Over the last few weeks, my wonderful wife Naomi and I have been having a debate about the difference between EMPATHY and SYMPATHY. Whether it be a discussion about family life or a discussion about work life, the ability to be both sympathetic and empathetic is extremely important. So what is the difference between these […]
One of the six competencies required in the armory of all Customer Experience Professionals is defined by the Customer Experience Professionals Association (CXPA) as ‘Experience Improvement & Design’. To become a Certified Customer Experience Professional (CCXP), you will need to have knowledge of the following: Design thinking and customer co-creation approaches Process improvement methodologies […]
Over the last few weeks, I am saddened to confirm that I have been on the receiving end of some shocking customer experiences. Only recently, I wrote a post describing my shambolic experiences in Zimbabwe and South Africa. Whilst many of the issues I faced were as a result of poorly designed and managed customer […]
When it comes to the subject of Customer Experience, there is one thing I can say with absolute certainty – if you make a promise or a commitment to a customer, you had better keep it! Telling a customer you are going to do something is as good as making a solemn vow. Making a […]
Authenticity – the key to unlocking the greatest Customer Experiences? Featuring case studies from Weleda and Old Mutual Zimbabwe
Over the last few years I have become a bit of a ‘closet geek’ when it comes to dictionary definitions! It is not often that you choose to pick up a dictionary (or search online these days) to discover the true meaning of a word, but I am becoming increasingly drawn to needing to know […]
I’m like parsley – I get everywhere!’ – Stories that amazed and inspired me at the 2015 UK Customer Experience Awards!
The month of September comes around every year. The kids go back to school. Millions go back to work after the summer holiday. Autumn starts to knock on the door. Christmas decorations are prominently displayed in stores all across the land. September is a month that signals change – some embrace it, while others despair […]
A new era of experience branding: The KPMG Nunwood Customer Experience Excellence Centre 2015 UK Analysis
For the last six years, Nunwood (now a part of the KPMG family) have been assessing how customer centric well known brands are across three continents. During these years of producing their Customer Experience Excellence Analysis, they have conducted over 1 million customer evaluations of more than 900 brands (across all sectors) – these facts […]