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18 hours – how a loaf of bread helped improve the customer experience
It is no secret that I am a fan of Twitter. A regular ‘tweeter’ I have grown to be a fan over the last couple of years. Not only does it allow me to get up to the minute information on essential news...
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@Morrisons customer service: Fluke or designed to delight?
At the end of May 2013, I wrote a blog post about a loaf of bread. Whilst this might sound rather odd to those of you who have not had the chance to read it, the loaf of bread itself was not the...
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Recommend? Tweet? Do customers really do it?
Have you ever been asked the Net Promoter Score (NPS) question? Do you even know what Net Promoter Score is? Despite the fact that the NPS method has been around for ten years, there are many who have...
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#improvingcustomerservice – Where Technology Comes In
In the second of her guest blog posts, Sophia Wright takes us on a journey through the ever changing world of customer service – there are some great stats in here making it well worth a few minutes...
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Social Media – thorn in your side or invaluable CX insight?
Five years ago I attended a Customer Service conference. One of the topics on the agenda was Social Media – I cannot remember the specifics of the title or content, but can confidently say that the...
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Breaking News! – Tottenham Hotspur impress Arsenal Fan with impressive use of...
This week I am delighted to feature a new guest blogger. Matt Beaumont is one of the most connected men in the UK when it comes to all things customer experience. Having spent the last few years...
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Book Review – Delivering Effective Social Customer Service: How to Redefine...
It is impossible to ignore the fact that customer service has gone all social on us. Our obsession with Facebook, Twitter, Google+, Instagram and more has led to the humble consumer actively seeking...
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The big ‘Wi-Fi’ conundrum: a way to make money or a way to give customers...
Maslow’s Hierarchy of needs is a psychological theory proposed by Abraham Maslow in his 1943 paper “A Theory of Human Motivation”. The theory is most commonly portrayed in the shape of a pyramid with...
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Falling out of love with John Lewis – even the best find it tough to deliver...
This is not the first time I have written about John Lewis. A British retailer recognised by many as the epitome of a people (customers and employees) focused brand, their challenge for a long time...
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Why businesses need to use social media as a customer service channel by...
Is it just me or do you find it weird when you search for someone on social media and you can’t find them? The same goes for businesses. If you don’t offer your customers numerous ways to contact you,...
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