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The Leaky Bucket Syndrome
What happens when companies spend huge sums of (marketing) dollars on customer acquisition when they can't even keep the customers they have because their products, services, and experience stink?I...
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VOC: Shifting from Asking to Listening
What is your VOC approach? Are you listening to customers, or still/only asking?As part of the CX Day celebration earlier this week, I moderated two Google Hangouts, one for Australia and one for the...
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No Muzak Here
I was teaching a class for FIT earlier this week and talking about retail experiences. I brought up a slide of an Apple store and mentioned how there is no background music at the Apple stores that I...
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Customer Service or Customer Experience?
Customer service or customer experience? Are they the same thing?There's been a lot of talk about whether marketing and customer experience are one and the same or if they replace each other - you...
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Who Do You Think Is a Good Age Neutral Company - John Lewis
If I had a dollar for every time I have been asked: "so what company gets this ageing thing and is succeeding" I would be a wealthy guy.Most often I explain that we have evaluated the age-friendliness...
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Kicking the #CX Can Down the Road
Are your executives kicking the customer experience can down the road?People in the U.S. are upset with their politicians because the current budget crisis/government shutdown is being "resolved," yet...
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Do You Allow Your Employees the Space To Be Great with Customers?
What Happened to the Human Touch?Think back to your last encounter with an employee of a retail store? Did that encounter meet your expectations? Did that encounter leave you ‘uplifted’ in some sense?...
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"Sucking Less" Is Not a #CX Strategy
In this day and age, is there any viable excuse for not focusing on the customer experience?I was part of a panel that participated in a Google Hangout on Air hosted by Fonolo a couple weeks ago....
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Who Are the UK’s 2013 Customer Experience Leaders and What Can We Learn From...
I have been studying the 2013 UK report by Nunwood’s Customer Experience Centre and in this post I share with you what shows up for me.Which are the UK’s Top 10 Customer Experience brands and...
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New Futurelab Representations in Barcelona and Valencia
We're proud to announce that from now on Futurelab is officially present in the Spanish cities of Barcelona and Valencia in the persona of David Costa and Juan Alegre.Both gentlemen will act as...
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Who Are the UK’s 2013 Customer Experience Leaders and What Can We Learn From...
This post continues the conversation started in the earlier post which disclosed the UK’s Top 10 Customer Experience brands and provided an analysis of the Top 100 brands by industry.Nunwood’s Six...
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The Omnichannel Customer Service Gap
How well does your organization execute the omnichannel customer experience? Is there awareness around it? Is it a priority?If you answered "No," it's time to rethink this. As I noted in a post from...
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Who Are the UK’s 2013 Customer Experience Leaders and What Can We Learn From...
This third post completes the series of posts based on the Nunwood’s 2013 annual customer experience excellence report (The UK’s Top Customer Brands: How They Achieve Success). You can find the earlier...
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A Customer Experience Carol
This is my favorite time of the year. Christmas is such a magical holiday filled with wonderful stories and memorable moments!I love all of the holiday classics (stories and movies), especially those...
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This Trumps Customer Experience
Is there really anything more important than a great customer experience? A few weeks ago, I wrote a guest post for Jeannie Walters of 360Connext titled, A Great Customer Experience Trumps... . At the...
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Who Do You Think Is a Good Age Neutral Company - John Lewis
If I had a dollar for every time I have been asked: "so what company gets this ageing thing and is succeeding" I would be a wealthy guy.Most often I explain that we have evaluated the age-friendliness...
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This Trumps Customer Experience
Is there really anything more important than a great customer experience? A few weeks ago, I wrote a guest post forJeannie Walters of 360Connext titled, A Great Customer Experience Trumps... . At the...
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The Third Rail of Customer Experience
Have you ever wondered what "the third rail" of customer experience is? I have. But first, for those of you who have never heard this phrase, what is it? Here are a couple of definitions to get you...
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Why Aeroplanes Don’t Fall Out Of The Sky; Why Business Screws Customers and...
I invite you to ponder the following1. Why is it that commercial aeroplanes don’t fall out of the sky?2. Why is it that terrorism did not take root, establish itself, and grow in the USA/UK?3....
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Missing the @Target on Customer Service
Are you one of the 40 million people affected by the recent Target data hack?If so, then you know exactly what I mean when I say that Target failed with its post-incidence communication.On December 19,...
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