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What’s The Impact of a Shitty Employee Experience on the Customer Experience?
Can you deliver a good-to-great customer experience without paying attention to the employee experience? If you forget theory and look at the practice in large organisations you might just see that...
View ArticleIs The Customer and/or Employee Experience Your Priority?
You may have noticed that my speaking here at The Customer & Leadership Blog has been sparse since 2016. A mere eight conversations so far in 2017. There was a time when I’d write that many...
View ArticleOn Self, The Customer & Leadership Blog, and Cultivating Loyalty With...
Cancer, the impending arrival of death for my friend and later myself, concentrates one (at least me) on that which matters. Today’s conversation is around that which has been unconcealed for me:...
View ArticleWhat’s THE Critical Matter That Gets In The Way of Business Transformation...
Accurate Real-Time Communication & Information Are Critical in a Time-Sensitive Game That Involves Many Actors My local airport is London Heathrow. On average, 30 airplanes are landing and another...
View ArticleHall of Fame: Amazon Delights Cultivating Loyalty From This Customer
Amazon claims to be the Earth’s most customer-centric company. If Amazon were like just about every other company this claim would be just a marketing slogan – deceitful, empty at best. However,...
View ArticleDCX/CRM: Avoiding Failure (1)
Information technology centered programmes are prone to failure. This particularly true for the large/complex programmes – in the business world these kinds of programmes have the word “transformation”...
View ArticleWhat’s The Real Challenge That Lies At The Heart Of Customer Experience?
Monday 14th Jan19: My Story, My Experience It’s Monday 14th January 2019. It’s the day I am due to meet up with ‘my’ NHS oncologist to learn whether I continue to be cancer free, or if cancer has...
View ArticleCustomer Experience Lessons From The Cafe Hotel Greinwald
You travel on business and your expenses are covered such that you can choose to stay at a 5* hotel (with swimming pools, jacuzzi, sauna, various bars, three restaurants, fantastic lawns outside) or a...
View ArticleAre You Using Digital Technologies to Improve or Degrade The Customer...
Digital technologies can be used to improve the Customer Experience. For example, by: -Enabling the customer to do more more for him/herself e.g. check/update account information, find relevant...
View ArticleCustomer Experience (Pensions) Fail at Aviva
Customer Experience (Pensions) at MyAviva: The Way It Used To Be My customer experience online via MyAviva as an Aviva customer used to be great. I would have given it a 10/10. In fact, it was one of...
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