Category: Customer Experience

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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. ...

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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 they find things difficult to use. And then we’ve tried to create something they will ...

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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” customers. O4E is a 6-month paid placement aimed at offering people an apprenticeship and a ...

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12 Weeks To Change Your Online Life (or hand your iPad back…)

I’ve had a breakthrough that I want to share. Last Week  I threw down a special challenge to some of our Board Members and Customer Stakeholders who we had struggled to get engaged in Online collaboration and Social Media. 3 Rules I’ll loan you an iPad for 12 Weeks. If it doesn’t change your life ...

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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 name. By 7:45am it is up and running and has my entire library on it. ...