Ian Williams
A customer experience specialist who works with organisations that understand that by placing customer value at the heart of the business' operations, they not only deliver enhanced customer experiences; but also discover the secret to driving improved business profitability. Has worked with organisations such as TalkTalk, Prudential, Mercedes-Benz Financial Services & E.ON.
The term customer centricity has been around for years, however it is only really in the past five years that organisations have begun to...
Now, you might be forgiven for initially thinking that this is yet another blog whinging about poor customer service from a major brand that...
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? May 14, 2016 Over the past few years, there has been quite a bit of discussion…
Just over four years ago, I wrote a blog post called “Who owns Customer Experience?”. The purpose of the post was to attempt to...
In this two part blog, we take a look at Customer Journey Mapping. In this first blog, we examine the origins and principles of...
In this two part blog, we take a look at Customer Journey Mapping. In this first blog, we examined the origins and principles of...
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 king! The customer is always right! But are they? For many, these statements are as relevant now as they ever have been....
The customer experience ‘movement’ began in earnest around 15 years ago, with the first books on the subject being published shortly after the turn...
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 Now, I don’t usually do this, as it is not within my...
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 Experience is much bigger than Customer Service. The experience a customer gets doesn’t just come from the service they receive. Their experience is...
“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… February 26, 2015 Like many operating within this sector, I can be as a guilty of this as anyone.…
We recently made some observations in an online forum regarding the development of CX Dashboards, so thought we would share them via the blog...
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...
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...
In the first blog of the ‘Doing the Opposite’ series we argued that call centres should consider not measuring ACDs. In part two we...