Amanda Davis
Amanda Davis
Amanda writes and shares Thought Leadership, drawing on her 15 years of coaching, guiding, mentoring and consulting for clients in various sectors and sizes around the world. She helps establish organisations understand how to connect to customers; find ways to align their expectations with the culture & capability of the organisation. She has a particular focus on customer experience transformation in the digital age, ensuring that technology development starts and finishes with the customer. Amanda has been a regular featured columnist and advisor for CustomerThink since 2018.
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 customer insight
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 both its customers and its...
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...