Chris Severn
Chris Severn
Co Founder and Director of The Customer Experience Company. Expert in Customer strategy, and delivery of customer improvements in service, sales and marketing, and across online, call centres and retail channels.
The three ultimate questions – why loyalty is only a third of the answer
You know sometimes someone points out an idea to you that seems so obvious, you wonder why it didn’t occur to you before? It happened...
Only 4 more years until the death of call centres… the reasons why not
A year ago, David Thodey was in the press for saying that call centres would not exist in 5 years. So - 4 years...
The “Age of the Customer” is over
You may be familiar with Forrester's infographic about the evolution of companies and that we entered the Age of the Customer in 2010. Here's...
Customer expectations – what’s changed, what’s the same
Do you know your CX, then and now? We hear almost every day that customer expectations are changing. How tech and digital trends have shifted...
Seek and destroy customer experiences
When the best customer experience is NO experience Today’s goal - The one-step experience Most of our customer experiences today are things we don’t really…
Getting your Employees to say ‘Yes’
A New 4-layer Model for Empowerment in Customer-facing Employees Today, most employees in most organisations are not fully empowered to help customers. Whilst there is...
Proof that it pays to be hated by your customers – the case for and against
Returning from holiday this week, I've read the Bloomberg BusinessWeek article that shows that the least-liked companies in the US had the best stock...
No value in Customer Lifetime Value?
Why I rate a recent CLV analysis as only 'half-truth' One of our team recently spotted this very neat infographic on customer lifetime value (CLV)....
Government leads private sector in customer service (not a typo!)
Often, being late to market with a new idea or service allows you to leap-frog others who got there first. A great example of...
If you’re still thinking ‘multi-channel’ then you’re not thinking.
The recent Optus Future of Business report made both interesting and agonising reading. Whilst it's always good to see the latest movements in the...
What customers can’t tell you, but you need to know.
Why Steve Jobs argued both for and against customer research, and was right both times. I was discussing with a client last week about different...
The Contact Centre is a digital channel
Why an out-dated model of channel separation is holding back customer experience. I was recently asked to speak at an Executive function on the topic...
Good and Bad use of Live Chat – A Tale of Two Telcos
Live chat used for 'live support' or 'live help', is rapidly being adopted in Australia. CEC director Chris Severn asks: is it actually producing...
Big Data & Customer Experience
Big Data and Customer Experience - changing customer expectations across all demographics "BIG. DATA". Simple words, but together they mean something quite revolutionary. Yes, big...
Daily failures in customer management cost banks millions
Too many banks have spent big $$s on customer experience but still fail to deliver good results. Why? Here's a personal story to give...
Implications of customer-centricity on IT architecture
I was recently asked by an enterprise IT architect "What's the difference between a customer-centric and product-centric organisation, as far as the IT architecture...
Do we understand loyalty programs?
We lack clear language and definitions for loyalty programs. This page deconstructs such schemes to provide a better framework. Loyalty programs come in many shapes...