Entries by Jerry

Customer experience in the boardroom

Corporate change leads investors to rethink the potential for future income streams.  But, by putting customer experience in the boardroom, can it improve that decision-making process?   This week has seen some significant corporate activity in the UK.  BT is making a play for the mobile market by talking to O2 about a return to its […]

The best and the worst of customer experiences

In Europe this week, the travel industry provided me with two quick stories that illustrate the best and worst of customer experiences. The first was a perfect example of ease and empathy.  Having been at an event in Brussels where rail operators were showcasing some great case studies on how they are using customer experience […]

Improving customer experiences: when WOW! stands for Waste Of Work

In seeking a point of differentiation, the creation of a Wow! moment in the customer experience is an admirable strategy.  But whatever makes us say “Wow!”, what is more likely to be the differentiator is all the basics being done well and consistently.   The reasons why we as consumers switch between companies is rarely […]

Are we talking the right language of customer experience?

Many customer experiences simply happen because when it comes to the attitude and processes, we hear people say “We’ve always done it this way”.  And if it works today, why not?  Well, for a start things could be so much better.  Maybe – and I’ve often seen – things aren’t actually working in the way […]

Will thinking like a retailer improve customer experiences?

“We need to think like a retailer”.   Really? In listening to those who are looking to improve customer experiences, I’ve heard two very different opinions from the aviation industry this year on where the aspirations lie.   The airline: “We should think like a retailer who happens to run a fleet of aircraft”.   The […]

Customer Experience: blink and it’s there.

First impressions.  The subtle, vital but often over-looked human gateway to achieving corporate objectives such as long-term customer relationships and profitable lifetime value. For many, the starting point for mapping customer journeys conveniently begins at the first ‘touchpoint’;  the call centre or website visit where funnily enough, processes also start.  The very language suggests a physical […]