Amanda Forshew

Taking control of Uber’s customer story

I read a quote somewhere from Skip Prichard (CEO & Leadership speaker): “Clarity is the beginning of a good experience.” We see time and time again where a lack of clarity or expectation management, has led to pain points in the customer journey. One case…

But our dog is dead … the perils of ignoring customer emotion

The UK is a pet-loving nation. We treat our animals like members of the family and we do like to protect our own. We, as a family, are no different. As any dog owner will know, ownership doesn’t come cheap. We, personally, are in the...

From CX Initiative to CX Transformation – how one company embraced customer centricity

At the CXPA CX Day event in London earlier this week, we heard a compelling case study, delivered by the worthy 2016 CX Award Winner, Old Mutual Wealth. It both touched and impressed me and others attending. The story was eloquently and warmly told...

Customer Experience Leaders & Laggards – What’s the Difference?

“Customer Experience leaders grow revenue faster than CX laggards, drive higher brand preference, and can charge more for their products.”: Forrester’s Rick Parish. The benefit of CX is now well documented even if organisations are still struggling to link its value to business outcomes. If...

“Pioneering Amazing Experiences” – Customer Experience lessons from first direct’s head, Joe Gordon

According to Forrester, 70% of customer experience (CX) professionals say that their company’s goal is to be a CX leader in their industry or across all industries but have established that only 1% actually succeed in delivering an excellent experience. Maybe those in Customer...

To really improve your customer experience, fix what matters

How do you go about making improvements to the customer experience that will make a real difference for customers? You know things are not working for customers, you get feedback to say so and you even experience it yourself when you ‘walk in the...

In this day and age, is it unreasonable to expect companies to have an...

Delayed flights and missing bags happen. The poor management of these areas is probably the airline customers’ biggest pain point. Even if disruption is sometimes unavoidable; airports, airlines and all other parties involved in the travel process shouldn’t be excused from taking responsibility and...

Perfect Partners? Who’s the weakest link in your connected customer experience?

According to Econsultancy.com the greatest barrier preventing an organisation from improving its customer experience is ‘complexity of the customer experience and the number of different touch points’. There has been much written recently about the importance of a seamless customer experience across touch points,...

Deploying technology to ensure happy customers

This week we experienced a frustrating and painful customer experience with a hire car company in Spain. It’s a small, lesser known company owned by one of the big, well known players. We booked it online because it had the car we wanted, when...

A tale of two energy companies – how can customer experiences be so different?

When you look at any of the UK energy companies in league tables and rankings such as Which? or KPMG Nunwood, you will find ovo energy and the other small energy players dominating and you will see the biggest and oldest ‘Big Six’ (British...

What’s the rush – are Customer or Experience Officers necessary?

30% of senior leaders are confused about who should take ownership of customer experience. They know that it should be the top priority but are seemingly unclear about who should be in a leadership position. Customer Experience must be coordinated across silos and vertical divisions...

96% of customers could be at risk of defecting, if you don’t deliver...

According to new research from first direct, only 4% of customers say they would not be deterred by a bad customer experience. Of the 96% who would be deterred, 33% say that they would never interact with a brand or business again. Excellent customer service, which is...

Why do we get a worse customer experience in the UK than the US?

According to KPMG Nunwood research, customers in the US are 15 times more likely to have a great customer experience than a UK customer. I was on holiday in the US last week and having read the results of the KPMG Nunwood research,...

AI – cost saver, service enhancer. What’s not to love?

We’ve all seen the attention-grabbing headlines about Artificial Intelligence (AI). The Telegraph’s headline in April this year asserted ‘AI is the future of Customer Experience’. Digital transformation of the customer experience has seemingly become the silver bullet. AI in its current form is only...

Call Centres – to be seen and not heard?

Call Centres are a key (human) touch point for engagement with customers. Are they being used as well as they should be, as an integral part of the Customer Experience? It’s a dynamic sector which appears to be in growth. We’ve seen announcements last...

In the interest of customers – break down those silos

Last week I read an article in Marketing Week which was based on a conference speech given by easyJet CEO Carolyn McCall. It talked about how the marketer needs to build allies across the whole business. If the CMO is to own the customer...

It’s about time! Asking for transactional feedback at the right moment to elicit meaningful...

88% of Voice of Customer feedback comes from surveys (1). We have all experienced the growing requests for survey completion associated with many of our day-to-day activities and interactions with brands. The world’s gone a bit survey mad. Yesterday I called into question the timing,...

Can Sergio Bucher transform Debenhams Customer Experience?

As I went for my Saturday morning run this week, I ran along the river in Guildford and passed the imposing building that has housed Debenhams for many years. We’ve seen the announcements about Debenhams this week in the news. Interim results were ‘unexceptional’...

Trust is the word – why a customer centric company builds the trust of...

Trust is earned, each day and cumulatively, through actions and the way that an organisation engages with both employees and customers. Last month my windscreen cracked for the second time in six months thanks to a rogue stone on the M40. I’d had a shocking...

How to align your customer promise with your company culture

Zappos, the world’s largest online shoe retailer, bought by Amazon for not far off a billion dollars in 2009, has 500 employees in a call center in Las Vegas who have all received seven weeks of intensive training on how to make customers happy. The...

New Posts