Each time the P&Q Challenge completes, I summarise what's been learnt before the next round kicks off. This time I want to focus on one …Read More
Customer Experience
Optimising customer experience becomes a serious organisational aim for businesses who understand its significance to their continued success. Customer satisfaction should form a core part of the strategy for protecting and developing brand loyalty, with its value measured in repeat sales and customer advocacy.
Why You Should Collect Your Customers’ Digital Profiles
OK, this post has an interesting origin. I was doing a webinar (Go Digital! Engagement Strategies for Contact Centres) with Emma Samuel …Read More
Customer Experience Is Hard Enough Without Self Deception
Call me slow off the mark but I've never jumped into the customer experience pond. For some reason I've not been tempted to dive bomb it and …Read More
Voice Of This Customer
I am not a score I am not a segment I am not a blip on that chart on your wall. I am who I am. Can you hear that through the …Read More
How To Move On From Silo Delivered Customer Experiences
I'm reading a great book on service design. It's something I'm delighted to have stumbled across. Serendipity is a wonderful thing. The …Read More
Why The P&Q Challenge Is So Relevant to Customer Experience Movers & Shakers
I just enjoyed the great pleasure of celebrating the third cohort to be accredited in the use of the P&Q strategic planning …Read More
What Getting Closer To Your Customer Really Means
I just wrote and delivered a webinar for Rant and Rave. Cool people with a great feedback platform. I also got the chance to listen to how …Read More
The Challenges Becoming A Digital SME
The reasons why SMEs use social and digital channels to engage with customers and prospects are not hard to find. …Read More
Multi-Channel Experiences: Why Contact Centres Are Failing
There is currently much focus on multi-channel experience. Technologists frame the challenge as a move from multi-channel to cross channel. …Read More
What Digital Customer Engagement Really Demands
We are currently in the era of digital disruption. It is comparable to other great periods of social transformation, such as the Industrial …Read More
