Customer Experience
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Lessons in Customer Experience from Apple
Apple has a clearly defined mission of creating products that are “insanely great.” Simply stating that ambition achieves little. It is Apple’s commitment to its values, such as integrated architecture and clean design (even on the inside of the… Continue reading
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Digital by Design: Making the connected organisation more human
I must get at least four or five emails every day offering me help becoming digital by default. Every single one gets deleted. Not because I don’t need help , but because they talk of cost savings and efficiency rather… Continue reading
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5 Lessons in Simple Customer Experience (Indonesian Style)
A new report puts Amazon, McDonald’s and First Direct as the leaders in the top ten of the UK’s ‘simplest’ brands. The companies that are the easiest to deal with. Whatever you think of them most of us could learn… Continue reading
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How To Keep Your Customers Loving Your Brand
Your brand is what people say about you when you’re not in the room” – Jeff Bezos, Founder of Amazon This is one of the most interesting infographics I’ve seen recently. The huge advocacy for Amazon is amazing. 95% of those surveyed say… Continue reading
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HEY , Where are you? – Why your company needs to Google itself
I recently explained to a group of managers why they should google themselves. After the initial “what, me? I’m not famous!” responses, they see their search results , look intrigued, and then get it – the dangers of a badly… Continue reading
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5 Surprising Customer Service Experiences ( and what they tell us )
If you put “Customer Relationship” into Google you will most likely get a diagram like this. Which doesn’t look like any relationship I’ve ever had. Another January, more High Street woe , more stories of how customer service is declining.… Continue reading
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2013 – Do we need a new operating system?
My first post of 2013 has been slightly delayed due to holiday. I love holidays. Not because they get me away from work but because it’s where I can put work into focus. The further away I get from Bromford and… Continue reading
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Break Your Own Rules
I had a couple of great little customer service experiences recently that I’d like to share. On both occasions the employee admitted breaking the rules. They had done something that I , the customer , thought was great service. But… Continue reading
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Disrupt your Industry. Or be Disrupted.
A customer called us recently. His call was answered really quickly. A repair was needed to his home. His problem was diagnosed with just a couple of questions. He was given a time and date for the repair. He was told it… Continue reading
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Listen to customers. But don’t feel you have to do what they say…..
“Do your customers agree with what you are proposing?” was one of the questions our Board asked me this week. My response went something like this: “I don’t know. We’ve listened to what they have told us. We’ve observed how… Continue reading
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It’s all about people…….
Yesterday I blogged on the dangers of just talking about what you do ,rather than what you actually change. Today I saw a lovely poem – on our internal social network. It’s written by one of our “Opportunities 4 Employment”… Continue reading
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The Amazon Test – #CustomerExperience Blog Post
I ordered a Kindle Touch yesterday – expecting a delay as you usually get with new product launches. It was ordered online at 15.38pm. 1-Click. It arrived at my door at 7:35am this morning. It arrives charged. It knows my… Continue reading
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A Fair Deal – Changing Customer Behaviours – The Customer Deal Blog
Michael O’Leary, Ryanairs love him or hate him CEO, was on good form on Monday’s BBC Breakfast. Defending accusations of hidden charges, he said Ryanair were simply changing customer’s behaviours. They were getting passengers to act in such a way… Continue reading
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Are we ready for the rise of the untethered customer? Blog update #ukhousing
“What is a smartphone anyway?” I was asked by a colleague this week. I broke into a cold sweat. Especially as it was during a meeting about digital inclusion. If this is the kind of question you hear asked often,… Continue reading
Paul Taylor 