Margot McComb
Margot Birbeck
Margot Birbeck has a number of years experience in customers service and CX.
Take advantage of high-touch customer engagements, a retail insight.
Retail managers have a tough job balancing operating constraints and customer experience demands. What is often missed are the opportunities created through positive customer...
When sorry isn’t enough
Whilst reading my book over the weekend I overheard my twins quarrelling with each other. The one child apologises to the other for throwing...
Defining CEM through principles
During my research I found that many of my interviewees defined Customer Experience Management in their organizations using principles….. and so I began collating...
Importance of building trust relationships
Mr. Company how can I trust you when you lie to me? I recently had a scheduled appointment with a representative from one of my...
It really matters how you respond to customer feedback
I use the term “customer feedback” which to me sometimes means “compliments” but most of the time this means “complaints”. As a customer I often...
Why is CEM so difficult?
Few companies will deny the importance of CEM while many fail to deliver. Below I have discussed some of the reasons why I...
What matters to customers has changed
Another thought on why companies struggle to effectively manage customer experiences may be the massive changes in customer expectations… Historically companies focused primarily on delivering...
Three Must-Haves of Customer Experience (CE)
Defining CE appears to have created mass confusion and disagreement among academics and business professionals alike. These definitions are often defined from different functional...