Archive for Behaviours
How Broad is Your Employee Experience?
The best customer experiences come from emotionally connected and engaged employees with a deeper understanding and experience of the human condition.
Read moreThe Customer is Never Wrong!
History of the saying “the customer is always right” and its application to the modern field of customer experience management.
Read moreTop 5 Things to Avoid Saying to Your Customer
We thought it was about time to add some simple top tip style blogs to our site for any of you out there looking for quick, no-fuss customer service inspiration. Here are the top 5 … Read the rest
Read moreNegative v Positive Thinking – How Do You See It?
Where does optimism and pessimism come from? How does it affect one’s day to day walk through life especially in the workplace? Does the optimistic salesman stand a better chance of selling than his pessimistic colleague? And if so why? How we can use three perspectives to develop better solutions for our customers.
Read moreI Lost My Ginger Nuts – (the danger of assumptions)
A brief story that illustrates how quickly we can make judgments and how wrong we can be. Use this the next time you are dealing with the subject of assumptions.
Read moreSainsbury’s Delivery Man Thank You for Getting it Right
Martin turned up on time for what was our first Sainsbury’s Direct weekend delivery. It was a grey day, about as grey as Martin’s hair (I guess he was in his late 50′s early 60′s). … Read the rest
Read moreMatalan’s Experience Puts Others To Shame
How one person in Matalan’s Cheltenham store delivers a remarkable service. Learn why she is so different.
Read moreGuess How Much It Costs to Keep Customers Waiting?
Post outlining customer behaviour based upon waiting times and the impact delays have on customer loyalty.
Read moreTaking Ownership to Improve Your Customer Experience
The following post is a gentle reminder to all of us that we need to take responsibility to improve our customer’s experience and that assuming that it will be done by others is a risky business.
Read moreWow and Thanks to Google Chrome
How the simple things in life can easily put a smile on the face of customers.
Read moreHow Not To Instil Confidence in Your Customer
My youngest son recently spent a day in hospital to have a small lump removed from his neck which had slowly increased in size over the years to become the size of a pea. He … Read the rest
Read moreVisible Reminders of What You Are Trying to Achieve
How well does your organisation communicate the key messages about customer experience? Avoid the mistakes of this client.
Read moreThe Importance of Using the Customer’s Name
The importance of using the customer’s name to personalise customer interactions is emphasised in this simple post.
Read moreThe Surprising Truth About What Motivates Us
A short video from the RSA which helps to explain what motivates us and why money doesn’t always work. If it did why would people volunteer so much? Find out how to motivate your employees to deliver more.
Read moreThe Science of Empathy and the Customer Experience
Jeremy Rifkin investigates the evolution of empathy and the profound ways that it has shaped our development and our society and therefore the importance of extending empathy to everyone around us both globally and locally.
Read moreHow Personal Behaviour Impacts the Customer Experience
Insights into how the personal actions of individuals have such a profound impact upon the customer experience and therefore the brand.
Read moreHow To Make Your Culture Change Programme Stick
In this article we explore the root causes of failure and how to avoid them based on work by John P. Kotter, a world-renowned expert on leadership and change management at Harvard Business School.
Read moreThe Customer’s Shoes Goes Up in Flames!
A personal lesson in the powers of focus and alignment and a demonstration of how these can have profound impacts for your customer experience. And why you should never leave your mirror on the window sill.
Read moreWord of Mouth Works – the Evidence
A recent report by Nielsen Research demonstrates once again that word of mouth is the most trusted form of advertising.
Read moreHow Swine Flu Helps Your Customer Experience
Tips on making your customer experience spread like a virus.
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