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How not to communicate: “your call is in a queue and will be answered as soon...
I had the misfortune of having a problem that really needed to be fixed yesterday – the earlier the better. So I found myself on the phone and after selecting the right IVR options I was told “Your...
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The core challenge facing the customer experience designer
From a customer point of view what matters is an ‘effective’ organisation – one that is good at anticipating and responding to the diversity of customers and their needs. That means designing the...
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The 6 Elements of Customer Engagement
I have a favourite saying which I have stolen from Barry Oshry: customers are surviving in a world of neglect. And this neglect is becoming more so , not less, despite all the talk of customer...
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What does it take for ‘employee engagement’ to show up? (Part VI) v2
This post is an update to the earlier version (released yesterday) which I published before it was ready to be published by pressing the wrong button. I apologise. The truth that makes men free is for...
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Who and What is the Biggest Obstacle to Making the Transition to Becoming a...
Are the Tops are the biggest obstacle to your organisation becoming a “Customer Company”? Some of you have questioned my emphasis on the Tops and their critical importance to any successful shift...
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