Entries by Vicki

Customer experience at the board table – a voice a vote or a veto

The most recent survey by Which? of the best and worst brands for customer service in the UK highlights two critical issues for those involved in improving customer experiences.  One, is where squeezing every last penny out of a customer costs so much more in the long-term and two, how the sources of dissatisfaction are […]

The regional airline challenge

Commercial pressure on margins despite a heavy reliance on price to retain passengers. My response: Understand how relatively important price is for returning customers;  analyse what passengers are saying and what they value. Generate usable insights and present the story. The results: Clear evidence shows that friendly staff attitude and clean cabins are reasons why […]

The retail bank challenges

Cost-saving activities leave no room for differentiation;  functional divisions have disparate objectives. My response: Embed consistent customer-based outcomes in all scorecards. Win-over sceptical stakeholders with proof of concept.  Establish cross-functional, accountable forums. The result: Increased customer scores; reduced failure demand.  Less duplication of effort.  Better and more consistent cross-channel experiences. The reaction: They said:  “Jerry […]