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customer experience

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The customer isn't always right...

A recent customer experience led me to think about how customers don't always get it right... We've all done it, clicked 'purchase', entered our payment details and clicked 'confirm' - only to realise that we've made a daft mistake.  The wrong date, the wrong venue, the wrong timeslot. It should

The customer isn't always right...
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Measuring Customer Care Quality - a simple recipe

I was recently asked how to measure Customer Care Quality for reps - here are my key steps to setting up a simple quality monitoring process.As your Customer Care team grows in size and volume, you'll introduce more measures of quality, but this can get you on the road

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Walk the journey

It's not difficult. Stop making it look difficult. You are kidding no-one. Understanding customer experience is not hard. Just put yourself in the shoes of your customer, and live the experience they get. Examine every step. Forensically. Do it multiple times, and make mistakes on purpose. Only by experiencing your

Walk the journey