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.
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...
In business, culture can often be the hardest thing to fix. Strategies and tactics can be introduced, brands can be repositioned, structures and reporting...
One of the common things that comes up in conversations I have with board members and business leaders is how they wish their people...
People come into Customer Experience Management from a number of of different professions. Some come from a research background, some from a customer service...
In the previous post I wrote about the nature of strategy and how many people misunderstand the difference between a strategy and a strategic...
If any of the people who have attended an event or lecture I have been speaking at are reading this article, they may well...
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 (Net Promoter Score) isn’t really a new technique within the research industry, however many businesses are still only finding out about it. In...
Instinctively you would assume that for businesses to get something “right 1st time” would be an ideal they should strive for. In fact, the...
“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...
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...
At the beginning of 2013, UK Prime Minister David Cameron created quite a stir with the proposed introduction of a "Friends and Family" test...
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, as a concept, hasn't been around for very long. It has only really been in the last five years that it has...
In the customer experience world, there are varying options about the principle of 'wowing' customers. As you might expect from the name, wowing customers...
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...