Shaun Smith

Putting the customer before the technology: Make sure CEM learns from the mistakes of...

I think it’s time to put down a marker and outline how we can avoid CEM (Customer Experience Management) technology investment repeating the same...

Customer Experience Management: 10 Best Practices to Create Real Business Value

I was speaking at a Customer Experience conference recently and was asked by one of the delegates "So what comes after CEM?" We have...

Empathy – soft skill or hard headed?

(c) Photo copyright istockphoto . Licence purchased. The Sunday Times of the 9th August published a letter from British Airways in response to a complaint...

Brands, Trust, Choice: From One-Way to Two-Way Street

Brands have always been about trust and choice. Brand versus non-brand or rival brand propositions have always come down to "You (consumer) know me...

Empathy or Apathy in the Contact Centre?

I was talking to Jamie Lywood, of Harding & Yorke recently. Jamie's company works on empathy – 'empathy architects' they call themselves. Customer...

Twitter: Time to Dip Your Beak in the Water

What do Barack Obama, Stephen Fry and Sir Richard Branson have in common? They are all avid 'Tweeters'. Twitter.com is now the 3rd largest...

Luxury Retailers Find Quality Never Goes Out of Style

Luxury brands surveyed by the International Council of Shopping Centers reported an average 10.9 percent decline in September same store sales and the misery...

Customer Experience in Hospitals: Patient by Name

Over Christmas I managed to rupture my Achilles tendon playing tennis with my wife. As a result I am sitting here in a leg...

Be Bold. Be Brave. Be Different. The Future for Contact Centers.

Here's a shock I presented a keynote speech at the Call Centre Association Conference in Edinburgh recently and the figure quoted above is an excerpt...

Where Does Value Come From?

IBM's annual survey of CEOs* identifies five traits for what IBM calls 'the enterprise of the future'. One of them, intriguingly, is "innovative beyond...

Ten Ways to Beat the Recession

Well, it looks like the promised recession is finally upon us: But this is the opportunity to put distance between you and your competitors...

Technology Needs to Enable, Not Inhibit, Excellent Service

I was on business in Cambodia when I received a text message from First Direct, asking me to call back at my convenience. I...

CEM in the Contact Center

I was on business in Cambodia recently when I received a text message from First Direct, my bank in the UK, asking me to...

A Radical Thought: Focus on Your Profitable Customers

When was the last time you talked to your customers? No. I mean really talked to them, as opposed to researched them? Many executives...

The One Thing I Learned From Richard Branson

A couple of weeks ago I chaired day two of the European Conference on Customer Management in London. There are always hundreds of memorable...

Ten Years on From the Service Profit Chain

How different would your organization be if you perceived customers and employees as owners? Employees as owners may not at first glance appear...

Be Bold: It’s the Next Customer Frontier

Just being 'very good' is no longer enough to stand out in the customer's mind. In an age of over-supply, you have to be...

Marketing Is a Tax You Pay for Being Unremarkable

Robert Stephens, founder of The Geek Squad, the IT support company that changed the way consumer technology support is delivered, has a great quote...

What Does Your Customer Experience Smell Like?

IHG (Intercontinental Hotels Group) announced recently that they are deepening the design of their customer experience by creating signature smells for their hotels as...

Branded Experience Training

Some years ago, Gallup conducted a survey of 6,000 consumers and found that the fifth "P" of the marketing mix, people, is by far...

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