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A small investment in Big Data helps a small business make big gains
I recently moved house which, in itself is not particularly worthy of a blog post and would probably even fail to excite the most avid Twitter follower, as thousands of people up sticks every day....
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Wow that was easy! – Delighting customers and making it easy aren’t strange...
The famous South African golfer Gary Player was asked about whether his win in yet another major golf tournament was a piece of luck. His response; “The harder I work the luckier I get”, and it made...
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It’s the Principles that Count – 10 Ways to bring Customer Experience to Life
In an increasingly competitive business world, many organizations state loud and proud that customer experience is a key strategic initiative that promises great things for their customers. Published...
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Customer Experience – Alive and Well across the Great (Cultural) Divide
Canada doesn’t often get a mention in world news, unless it’s an article on moose abuse or with the word boring attached to it. As Canadian comedian Mike Myers said “if everybody from around the world...
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The Great Train Robbery – 2014 Version
I’m sure that being stuck for over an hour on a cold train platform on a dark and stormy night in February was a major contributor to the already dark thoughts I had about South West Trains and the...
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The Lifeguard meets the Train Guard – And the world’s a better place
For those of you that follow this blog regularly you’ll know that I like UK Train Operating Companies (TOCs) as much as I like a tooth ache and that molar misery is always intensified by one of my...
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Get your Rs in gear and start rescuing customers
The original three Rs can trace their start in life as a reference to the importance of a strong educational foundation: Reading, Riting and Rithmetic. Depending on which account you believe, they...
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Customer Service Education – A License to Skill
The Road to a Brighter Future isn’t a Dead-end Street The despair was etched across Gavin’s face. His trembling handshake and hunched shoulders conveyed a very real sense of low esteem, dejection and...
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The Kids are Alright – Ambition is Alive and Thriving in Somerset!
In a recent blog entitled Customer Service Education – A License to Skill, I spoke about the importance of rethinking, expanding and broadening career preparation for young people. In particular, the...
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Forget BYOD – BYOA is coming to a contact centre near you!
As mobile technology marches on unrelentingly and many device owners appear to be surgically or unnaturally attached to their smartphones and tablets, the concept of Bring Your Own Device (BYOD) has...
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Now it’s Personal – Just be you, the customers will love it
We’d only been in the restaurant about three minutes, but had already had some humorous and warm conversations with three of the staff who immediately made us feel both welcome and pleased that we’d...
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The Price is Right – But at Costco so is the Service!
In the constantly evolving world of UK retail, one name that may not be as familiar as others is Costco. Perhaps the clue is found in their full corporate identity, Costco Wholesale Corporation. Their...
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The Babe, Dixie and Billie – The importance of measuring what matters
In 1927 two men, separated by an ocean but united in desire, set records in their respective sports that have stood as enduring standards of true talent and immeasurable value to their team. Babe Ruth...
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Let’s Get Ready to Grumble- The Ends Justify the Moans
Over 200 years ago, a humorous book entitled The Miseries of Human Life was written by the Reverend James Beresford. It was a satirical and ironic tome that recorded and praised the causes of...
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Sounds Good – Breaking the sound barrier & communicating with clarity
For those seeking solace from a soggy summer and a break from the baffling Brexit brouhaha there are few places that can compare with southern Ontario’s cottage country where I spent a very pleasant...
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A Lasting Legacy or Eternal Damnation – Redemption is in the clouds
Great historical figures that perform daring deeds, live exemplary and inspirational lives or make massive contributions to humankind are rightly feted in history books, statues, buildings and other...
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A small drop of compassion that unleashed a flood of goodwill and helped...
Margaret McDonald couldn’t stop shaking and shivering as the temperature in her small terraced house continued to drop precipitously. It gets cold and dark early on a windswept December night in...
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Digital Transformation – Hype or Hope?
Any organizational discussion on improving customer experience (CX) will undoubtedly find that the digital experience, and the overall digital strategy, will quickly find a spot on the agenda. A well...
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Digital Transformation & Customer Experience – Separated at Birth, Reunited...
Do try this at home. Pick two or three of your favourite and most used smartphone or device apps, such as those provided by airlines, banks, hotels or retail organizations. The best examples will be...
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Digital Acceleration – Foot down, brake off?
November 22nd will be the fifty fourth anniversary of JFK’s assassination and, for those of us that were alive then; we always seem to remember where we were when we heard the news. Likewise with the...
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