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Ian Williams

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.

Doing the Opposite, Part 1: Stop Measuring ACDs

Conventional thinking is there for a reason. Convention isn’t always wrong. Sometimes ‘tried and tested’ is the right way to go. Yet history tells...

Business Culture and Cake Baking

In business, culture can often be the hardest thing to fix. Strategies and tactics can be introduced, brands can be repositioned, structures and reporting...

Your people are customer centric, it’s just your business isn’t…

One of the common things that comes up in conversations I have with board members and business leaders is how they wish their people...

Research vs. Diagnostic – which is best?

People come into Customer Experience Management from a number of of different professions. Some come from a research background, some from a customer service...

Strategy… now that’s the easy bit…

In the previous post I wrote about the nature of strategy and how many people misunderstand the difference between a strategy and a strategic...

So, what is strategy?

If any of the people who have attended an event or lecture I have been speaking at are reading this article, they may well...

Forget Customer Experience…

One of the biggest mistakes that leaders within any business can make is to assume that they are somehow better or more intelligent than...

NPS – Understanding the Traps!

NPS (Net Promoter Score) isn’t really a new technique within the research industry, however many businesses are still only finding out about it. In...

Service Recovery vs. ‘Right First Time’ – Which is better?

Instinctively you would assume that for businesses to get something “right 1st time” would be an ideal they should strive for. In fact, the...

Inertia should never been mistaken for loyalty!

“Oh, they’re a really loyal customer. They’ve been with us for years…” It is fantastic when an organisation has been doing business with a particular customer for a significant...

Was Blumenthal Wrong?

Heston Blumenthal has spent most of his career amazing people. The world-famous British chef; who is renowned for his unusual culinary concoctions such as...

Friends and Family Test – Will NPS work for the NHS?

At the beginning of 2013, UK Prime Minister David Cameron created quite a stir with the proposed introduction of a "Friends and Family" test...

Customer Experience Management – The O2 Way

As a relatively new discipline, CEM (Customer Experience Management) is not yet widely understood, let alone embedded into the cultures and working practices of...

Customer Experience – More Than Service

Customer Experience, as a concept, hasn't been around for very long. It has only really been in the last five years that it has...

Wowing customers

In the customer experience world, there are varying options about the principle of 'wowing' customers. As you might expect from the name, wowing customers...

Did Mary Portas get it wrong? Could good Customer Service result in a bad Customer Experience?

Customer Service and Customer Experience are not the same thing. Here is a great example that demonstrates the point. This subject may strike fear into...

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