I think it’s time we came clean about something; McDonald’s coffee is actually pretty good. It may not be independent, single bean, cold-extracted blahppuchino, but it’s a decent cup. And, face it, if you’re out and about, hacking into a town centre, paying the second mortgage parking fees and finding a spot isn’t always easy. …
It’s amazing what you find in a cup of McDonald’s Coffee Read More »
“But we spend so much time on bureaucracy that we never get anything done.” We’d barely started the workshop and already it was turning into a moanfest. That’s not necessarily a bad thing – the air often needs a good clearing before you can get down to achieving anything that really matters, but this was …
The right sort of bureaucracy: reducing corporate bureaucracy Read More »
Some of us are old enough to remember when British Rail coffee was a national joke. Today, almost every station has a little shop or a van that makes coffee I’d have crawled over hot nails for in the ’80s and ’90s. At Oxford, we’re lucky enough to have Little Italy (@LIEBtweet) who know all …
What does AI mean for customer service centres? As a customer fighting the now traditional battle to get a promised callback out of Vodafone, I’m rather looking forward to artificial intelligence (AI) taking over a few jobs, smoothing a few processes and actually keeping promises. After all, a bot doesn’t get a bad case of …
Customers make emotional decisions all the time. Making sure you understand how emotion works in your customers’ journeys is one of the most effective ways to make people loyal, satisfied and create the feelings that make them remember and recommend you. Thanks to my dog-walking pal Anna, here’s a story about dementors, flowers and customer …
Designing emotion back into the customer journey Read More »
Changes to the Consumer Rights Act 2015 mean Terms and Conditions that aren’t clear for customers won’t count for anything. And the lawyers agree. We wrote this after our recent mention in The Telegraph on the legal implications of the Consumer Rights Act 2015 to business terms and conditions. How many times have you sighed and reluctantly …
The Consumer Rights Act: Ts & Cs won’t protect your business anymore Read More »
This week, customer experience expert Ian Golding announced the results of an independent survey asking people which brands were getting customer experience right. I’ll leave you to read Ian’s excellent article to find out who made the Top Ten, but yet again, it shows that what you do is trumped – comprehensively – by how …
Communication – the forgotten element in customer experience Read More »
A customer-centric approach to building self-service solutions improves uptake, reduces costs and increases customer satisfaction – so why do so few businesses put the customer at the heart of how they do it? Self-service for customers and the pursuit of customer centricity Any forward-thinking business knows that to stay ahead of the game, you need to embrace …
Putting customer centricity at the heart of your customer self-service Read More »
According to a new Gartner report, customer experience is the “new battle ground” for business success. For most of our clients, this isn’t news – it’s business as usual – but as with any new way of looking at things there’s still a lot of businesses struggling with the idea. Why? When it’s so obvious. The …
The Case for Customer Experience – 9 Point Slide Deck Read More »
Your customers may not always be right, but their views are always useful. They’ll tell you what you’re doing right and what you need to do better. And it’s a smart business that goes out of its way to get feedback, listen to it and – crucially – understand it. The two types of customer …
Getting, using and understanding customer feedback Read More »
