Frontiers of Customer Experience Part 2

Continuing from a previous blog… The next boundary is to consider customer education.  This is not about training customers; education is about helping them use your product or service in a way which suits them.  Surprisingly it may not be how you want them to use your service and may well infuriate your front line staff.  Whilst working with a …

Queuing: there has to be a better way.

That’s it.  I’ve had enough!  I stood on the edge and ‘they’ just had to come and give me a nudge.  I’m a fairly patient person, but there is a limit.  It’s time I put my head above the parapet and said something. Queuing – there has to be a better way!  Here are some of my experiences to date: …

Customer Experience Heroes: Mr Collins the one legged baker

As a poor student I would visit our local baker, Mr Collins, to buy bread.  He was a kindly soul who’d lost a leg doing battle in the desert and remarkably had a wooden prosthetic. This would clunk on the floor as he walked around his bakery like a flour-covered pirate, carrying trays of hot bread, pies and buns whilst …

An Angry Man

I know this is a bit perverse but don’t you think angry people are quite amusing?  Some people are able to get steamed up very easily; I saw one ranting away in the supermarket car park about a wonky trolley wheel.  The poor assistant was at first apologetic, then bemused and flustered, eventually calling for security.  As one of the …

The no.1 most important aspect of customer experience: Deliver!

When I’m talking with people about what we mean by a ‘customer experience mindset’ they get very enthused about improving touch points and forget the most important aspect of any customer experience.  Deliver.  I didn’t spend my time, effort and hard earned cash with you just to have a great experience with your sales assistant, call centre order taker or …

Explore three new frontiers to stellar customer experience: Part 1

‘It’s all well and good training us to give our customers a great experience but what are you going to do to train them?’  What a good question.  At one time I would have moved on with platitudes like “we should keep our focus on what we can influence”.  However, if we want to achieve stellar levels of customer differentiation …

Customer Experience Hero: London Underground

It’s not often you see those words put in the same sentence.  Today I would like to recount an apocryphal tale which I have told all around the world.  Maybe one day the actual hero of the story will recognise himself and quite rightly – take a bow. A few years ago, as Kings Cross/St Pancras station in London was …

Praise the good stuff (Part 1)

‘You need to challenge poor behaviour, don’t let it go, don’t ignore it, if you let it pass then you are in effect condoning it.’ I’ve heard trainers use this statement so often, and while I agree with the sentiment, I believe there is a better way.  I’ve yet to meet anyone who likes being told off, however justified. It’s …

Role Models

As a schoolchild I had compulsory swimming lessons at the local baths every week. Being quite competitive, I was determined to be in the top set which meant the chance to go in for the hard swimming achievement badges. On the day of group selection I was horrified to find we had to swim across the pool using front crawl. …

Service Delivery Channels

I was behind a Staples (office supplies) delivery truck on the motorway recently which carried the advertising strap line ‘Three ways to buy’, with online, by phone and in store the options offered me by the lorry.  Since we had ground to a halt in an M6 traffic jam I reflected that this was indeed an interesting stationary choice. This …