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 pay it any real attention. It has increasingly found its way onto the agendas of board rooms around the globe,...

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 is already well known for not offering particularly good customer service. But it isn’t. That isn’t to say that I...

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 them, you may be forgiven in initially thinking that they are exactly the same thing as customer segments. In this...

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 the principle of sacking or firing customers. A recent article by Adrian Swinscoe that asks whether we should fire,…

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 establish the best ‘place’ within the business to ‘house’ the Customer Experience professionals. Ultimately, the purpose of the article was...

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 journey mapping, with the follow on blog looking at different elements, approaches and methodologies. CX (Customer experience) is the real deal....

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 journey mapping, with this blog going on to look at different elements, approaches and methodologies. Customer Journey Mapping – which way now? There…

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 been resolved, it would appear that other people are having similar problems to me. Within a couple of days of my...

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. At the end of the day, ‘the customer’ is where the business gets its money from. Nobody put it better...

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 of the millennium. This is not to say that many of the various aspects of business associated with customer experience,...

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 too. When we have had a particularly positive or negative customer experience as a consumer, our emotions are brought fully...

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 interest as a Customer Experience consultant to ‘go public’ on a bad experience that I have, however this has been...

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 Effort Score, is considered to be one of the most important research techniques/ metrics on offer to CX professionals. That...

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 also determined by the product and channel propositions, including the product, price, sales channel, promotional and branding activity. They all...

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, he looked at her straight in the eye. “I love it when you talk CeXy to me…” What differentiates Customer…

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 of us have done it at one time or another. In fact, most of us do it most of…

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 as well: Getting CX Dashboards right can be difficult and it can be easy to end up with a mess. In our...

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 article was written, as Sir Richard Branson announced that he was allowing his personal staff to take unlimited holiday, which...

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 which we will come onto in the next blog. Both are quite controversial and require an element of ‘tongue in...

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 suggest that businesses shouldn’t be trying the reduce the numbers of complaints they receive… Complaints departments/ teams often see one of...

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