Ian Williams

Customer Centricity and the curate’s egg

The term customer centricity has been around for years, however it is only really in the past five years that organisations have begun to...

Not so EasyJet – the importance of a customer promise

Now, you might be forgiven for initially thinking that this is yet another blog whinging about poor customer service from a major brand that...

Personas vs. Segments – what’s the story?

In the customer experience world, there is increasing dialogue about the importance and utilisation of customer personas. For anyone who has not yet encountered...

Firing customers – Are we looking at this right?

Firing customers – Are we looking at this right? May 14, 2016 Over the past few years, there has been quite a bit of discussion about...

Who owns the customer?

Just over four years ago, I wrote a blog post called “Who owns Customer Experience?”. The purpose of the post was to attempt to...

Customer Journey Mapping – an art or a science? Part 1

In this two part blog, we take a look at Customer Journey Mapping. In this first blog, we examine the origins and principles of...

Customer Journey Mapping – an art or a science? Part 2

In this two part blog, we take a look at Customer Journey Mapping. In this first blog, we examined the origins and principles of...

A Shedload of Trouble – Tigersheds Revisited

It has been three months since my last blog relating to Tigersheds and a lot has happened in the interim. Although my issue has...

The customer is always right, but…

The customer is king! The customer is always right! But are they? For many, these statements are as relevant now as they ever have been....

Customer Retention – Let’s start at the very beginning

The customer experience ‘movement’ began in earnest around 15 years ago, with the first books on the subject being published shortly after the turn...

Functional vs. Emotional Customer Experience – Who’s the Daddy?

Over the past few years, there has been increasing discussion around the importance of emotions in the development of customer experiences. And quite right...

Tigersheds – Tiger, Tiger, burning dull – a tale of terrible Customer Service

Tigersheds – Tiger, Tiger, burning dull – a tale of terrible Customer Service Now, I don’t usually do this, as it is not within my...

Voice of the Customer – Great! But what is it?

The term Voice of the Customer is widely spoken about in the Customer Experience world and, alongside Net Promoter Score, Customer Satisfaction and Customer...

Customer Journey Mapping – The Right Steps…

Customer Experience is much bigger than Customer Service. The experience a customer gets doesn’t just come from the service they receive. Their experience is...

Sixty Shades of CeX…

“The thing is” she said “I find it much better when you start on the outside and work your way in.” Raising one eyebrow slowly,...

Customer Experience isn’t something you do…

Customer Experience isn’t something you do… February 26, 2015 Like many operating within this sector, I can be as a guilty of this as anyone. Most...

Developing a Customer Experience Dashboard

We recently made some observations in an online forum regarding the development of CX Dashboards, so thought we would share them via the blog...

Doing the Opposite, Part 4: Unlimited Holidays  

Now onto the topic of offering staff unlimited holiday… This isn’t just an idea. This concept came into the news about a month before this...

Doing the Opposite, Part 3: Deliberately Making Mistakes…

The next two parts of the ‘Doing the Opposite’ series focus on the subjects of ‘deliberately making mistakes’ and ‘unlimited staff holidays’, the second of...

Doing the Opposite, Part 2: Stop Trying to Reduce the Numbers of Complaints

In the first blog of the ‘Doing the Opposite’ series we argued that call centres should consider not measuring ACDs. In part two we...

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