Amanda Forshew

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...

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...

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...

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...

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...

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...

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...

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....

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...

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...

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...

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...

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...

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...

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...

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