Three R’s and a T

What role does good education play in great customer service?  The tools for learning, the so called 3Rs of reading, writing and arithmetic, are cornerstones of education systems across the globe.  Tried, tested and mastered by most young people, each of course plays an important role in any customer interaction.  But where is the T? On a recent visit to …

The ‘Bezzie Mate’ Test

How often do we try to show our smartness by making simple ideas complex, when we really need is to make complex behavioural processes simple?  When we interact with a customer this can be a hugely complicated process.  Just try stepping into a role that you have never experienced before to understand the sheer terror of trying to ‘get it …

Customers as Partners

How often do we hear words like; ‘We work in partnership with our customers’. Welcome to yet more rhetoric. It’s as if we say it often enough, loud enough, to as many people as possible, it will become more than wishful thinking. Rarely is your customer relationship a partnership, mainly because of the contractual arrangements, self-preservation and ego that gets …

Frontiers of Customer Experience – Part 3

The 3rd and final opportunity presents a far greater challenge. Once we have taken responsibility for the whole customer experience and educated our customers as to how they might benefit from the full potential of our service, we move into an area over which we might at first seem to be powerless. How can we get our customers to be …

‘Very good course which I shall recommend to others.’ – Building Emotional Engagement with Legal & General.

6th September 2011, Paradigmantics descend upon Brighton & Hove, met with torrential rain, gale force winds and news of ‘Operation Stack’ flashing on the Motorway gantries! As we arrive at Legal & General’s Hove HQ we are greeted by a plethora of their trademark multicoloured umbrellas as staff battle against the elements! Fortunately, once inside, a warm room and fresh …

The RAC: My Analysis

In my previous blog I took a light hearted look at the incident of my car breaking down in France.  I wanted to illustrate how little we know about our customer as we make our initial greeting. They come into our sphere of influence carrying their baggage in a myriad of forms and we are expected to give them our …

Customer Experience Heroes: The RAC

At one time motorists belonged to the AA (Automobile Association) or the RAC (Royal Automobile Club) who would come to your aid when your vehicle ground to a halt at the side of the road.  People were very partisan and proud to belong to one or the other.  You would have a badge on your car to show which motoring …

How to become an engaged customer

‘Woo-hoo!’; I’m precious and much sought after.  I’ve not felt this much in demand since I owned the only football in the playground.  Shop assistants grease around me and make outrageous offers:  They want to be my friend on Facebook:  I can be in ‘the gang’.  I’m even ‘valued’ (No, not like an antique… Cheek!). And how do I feel …

Becoming the Disengaged Customer

My car is very clever in helping me look after it’s every need with interesting bleeps and flashing indicator lights.  In this way I can put in fuel before we grind to a halt, top up with oil, fill the washer and organise a service.  We are both happy with the arrangement. It works well.  However it seems that this isn’t enough.  …

Portmeirion – an example of a great tourist experience

Having been a tourist in Snowdonia, North Wales for a week, I’ve been subjected to a glorious array of customer experiences.  Having worked on a programme for a Scottish Tourist Organisation in the past I have become acutely aware of the challenge faced by destinations in giving a consistently good customer experience.  After all it only takes one bad experience …