Category: Uncategorized

Customer Experience Innovation Done Right

These are extraordinary times. Of course, I’m not the first person to say these words. That’s how JFK kicked off his man on the moon speech in May 1961. He also said (slightly paraphrased), “We choose to go to the moon...

New health sector

NEW Health Sector In partnership with the Patient Experience Network Note from Ruth Evans Welcome to this month’s Health Sector edition of Customer Experience Magazine. It is our intention that we celebrate all the positives around our healthcare industry. I feel there is already...

What's your Brailsford?

I love discovering new ways of looking at how we increase performance and deliver better service. I’m, particularly, inspired by insights from different areas like sport, music, the arts etc. One such insight that I have been using with my clients...

Health and safety law becomes the new excuse for poor customer service

After recently hearing that the Health and Safety Executive have a...

Innovation: It's all about permeation!

Before you start to read this article, take a break and make yourself a cup of tea. No, not by pushing buttons on a machine; make a proper cuppa and watch as the flavour and colour slowly seep out...

Top 10 tips for your Customer Experience

Top 10 tips for deploying customer experience management In many ways, execution is the hardest part of creating a branded customer experience because in order to deploy successfully we have to mobilise employees at all levels and align competing agendas, functions...

Executive Editor

Customer Experience Magazine Executive Editor ………will be their own boss and develop this online magazine into an income generating and profitable business. The Executive Editor may be a freelancer or employed but will have sufficient free time every month and would like...

Good cop, bad cop

Why do good complaint handlers go bad when they write to customers? There’s a condition in complaint handling which we at The First Word like to call good cop, bad cop. It doesn’t involve interrogating customers in a dark, smoky room....

What’s really wrong at Morrison’s?

Morrisons’ Failings Revealed by new type of Market Research Study The underlying problems facing supermarket giant Morrisons are much greater than a lack of an online service or too few convenience stores, which the company is blaming for its continuing poor...

Crimes against the Customer

When it comes to critiquing customer service, Mary Portas has a bit of a reputation for her no holds barred approach. But what does she consider to be the worst customer service crimes? Over the next two issues we’ll uncover...