Thoughts & insights on customer experience (amongst other things)

Is Customer Experience a true reflection of the Brand?

How is it that some companies are able to create truly dedicated fans of their brand whilst others fail to create any emotional connection with their customers? To understand this, you need to understand their ability to deliver experiences and interactions that are truly consistent with their brand positioning.   Even with an incredibly strong…

A clear customer culture

Embedding customer experience principles in an organisation’s culture is critical to the success of the customer experience strategy and yet, it is all too common to come across a company embarking on a programme without tackling cultural change. There can be any number of reasons for this “we tackled our culture last year” implying it…

It’s all about the Millenials

Depending on who you listen to or what you read, the importance of the Millennial generation can’t have escaped you. Generation Y, Generation Me, the Peter Pan generation, call them what you will, they have undoubtedly gained a huge amount of coverage (further enhanced by Simon Sinek’s recent viral interview). As the largest generation in…

Small businesses still just “get it”

Small businesses have always led the way in delivering memorable customer experiences. Unlike many larger companies, they are often close enough to their customers to understand what is important and focus resolutely on delivering those services. Customers don’t get lost in a sea of data, metrics and reporting. And small businesses have an all too…

Keeping it real

A few years ago, I attended a training course based around the premise that the best leaders are those that are authentic. At the time, it seemed like common sense, but just as authenticity is a key component of any great leader, it is also a critical constituent of the success of an organisation. And…

Big Data or Better Data

Big Data is a hot topic and it isn’t going away any time soon. As we are able to access more and more data, particularly on customers and their behaviours, understanding how to use the data effectively, is as appropriate now as it ever has been.