When customer journeys are actual journeys it’s hard to get a joined-up solution I love a challenge and this one seemed quite straightforward: two elderly… Read More »Travelling hopefully: the problems of accessibility
Spend time with your own experts – on the front line Of all the greatest myths in management, the idea that you can improve by… Read More »Don’t waste your time going on a “CX Safari”
Picture the scene. An 85-year-old woman walks into a pub on the outskirts of Chippenham, Wiltshire to check on a lunch booking she’d made to… Read More »It’s no joke: discourtesy hurts your business
Complaint handling departments mostly miss the opportunity to turn a dissatisfied customer into a raving fan. I recently talked about how critical it is to… Read More »The missed opportunity in complaints handling that might save your marriage!
You need a strategic approach to managing complaints that focuses on customer outcomes as much as what went wrong. I recently described complaints as being… Read More »Closing the loop: the vital missing component in complaints handling
There’s a problem with the Chief Customer Officer role and rethinking it as the “Chief Outcome Officer” (COO) can help everyone get on board a… Read More »Forget Chief Customer Officer, welcome to the new “COO”