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.  …

The appreciation of ‘wow’

A small intake of breath, your eyes widen, you feel emotional delight and exclaim, ‘Wow!’.  Not only have you been surprised, but at the same time you are engaged. A moment of delight to enliven your day. How often do these wonderful experiences happen to us in a day?  You would expect when I ask a group of people this …

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 …

What’s your story?

Last Saturday I challenged my youngest son to accompany me on a 78 mile bike ride through the English Peak District. A clue to the topography is in the name given to the area.  This was to be a long ride up many steep hills, 2,500meters of climb to be precise.  I had initially planned a 60 mile ride but …

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 …

Great inspiration from ‘Bad Birdwatching’

When Simon Barnes wrote ‘How to be a Bad Birdwatcher’ he produced an excellent introduction to bird watching.  It has also become one of my all time inspirational books.  No, no, bear with me here, let me explain. As usual I was an hour early for a meeting and was therefore killing time in a bookshop. As I perused the …

In search of the truth

It was on a visit to a large organisation that I discovered there are three versions of the same history.  While this didn’t come as a surprise, it was a revelation.  My ‘Road to Damascus’ moment came as I was waiting between meetings in a communal area which served two call-centres.  The only opportunity employees had to make personal calls …