Category: Customer Experience

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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 from their “frictionless” customer service. It’s interesting to ponder how sectors might be transformed if ...

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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 they “Love the Brand”. But TUI – the German travel company that most of us ...

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Can I Borrow A Cup Of Wi-Fi?

I’m on holiday. I’m flicking through Twitter and sipping a beer in a village bar. Outside, some Thai kids are playing a game on the smartphone they’ve borrowed from their Mum. Locals pop in every so often to sit down , catch up on gossip and read their emails. What’s wrong with this picture? Here ...

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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 curated digital footprint. But although many of us have gotten into the habit of doing ...

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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. My belief ? Service is actually improving in the UK. But far too slowly compared ...

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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 the UK the greater clarity I get on the things that need to change. It’s ...

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Do You Love Your Customers Enough To Follow Them Back?

“We are a live, work, play company. When we first started using Twitter, it was a way we could stay connected while also helping our customers if they needed it.” This quote comes in an article I shared about Zappos , the online shoe and clothing store. It says a lot to me about customer engagement. ...

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10 Myths From The Year We Went Social

2012 – The Year We Went Social from Paul Taylor 2012 was the year in which the Housing Association sector went social. It’s very positive that so many of us have recognised the clear customer service and business benefits that social and digital engagement can bring. This was year we went social. And these are ...

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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 it was against the practices or policies as applied by their own managers. See what you ...

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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 would be in two weeks time  – a part was needed that wasn’t in stock. ...