Customer Experience Times | Subscribe to monthly CET Newsletter

Thought Leading Articles

Reality TV is educating people on how to complain successfully

By Colin Shaw Founding partner, Beyond Philosophy

Consumers are seeing people successfully complaining on TV and realise that all they have to do is to follow the same tactics. The company is in a difficult position. Not wishing to be seen as intransigent on TV or not Customer Focused, their people err on the side of Caution and become more customer focused than normal... Read full article

 

Revealed - a simple formula for success! Exceeding Expectations

By Colin Shaw Founding partner, Beyond Philosophy

Customer Delight = Customer Expectation Plus 1. This was the simple formula for delighting your customers that ken Blanchard informed us of in his book "Raving Fans" For me this is great formula, but in itself it also raises a number of questions... Read full article

 

Saying one thing, doing another ...

By Colin Shaw, Founding Partner, Beyond Philosophy

Half the customer Experience is about emotions. So do you measure the emotions you're evoking in your customers? When were your measures last reviewed to check they are still the right ones and changed if necessary. Read full article

 

The Branded Customer Experience - "We never say no"

By Colin Shaw, Founding Partner, Beyond Philosophy

You hear customers point out the inconsistencies - "I would like a non-smoking room, are there any available?" The employees replies" no, I'm sorry they are all gone" - and inevitably the customer says "but I thought you never said no"?. Read full article

 

Web Analytics for Online Customer Experience

By Jim Sterne, Target Marketing, Santa Barbara

How a website can be measured. How the basics of clickthroughs and page views can affect bottom line revenues. How navigation can be gauged in order to improve the browser-to-buyer-revenues. How to tell if online customer service applications are lowering the cost of answering questions and solving problems. Read full article

 

who cares what women think, business is a man's world...?

By Colin Shaw, Founding Partner, Beyond Philosophy

Those of you who follow our "Seven Philosophies for building a Great Customer Experience" will know that we believe that emotions are key part of the Customer Experience. Read full article

 

One of the secrets of a great Customer Experience

By Colin Shaw, Founding Partner, Beyond Philosophy

The common traits are of companies who provide a great Customer Experience. Undoubtedly one of the traits is "attention to detail".

 

Offshore Outsourcing - A Good or Bad Idea?

By Colin Shaw, Founding Partner, Beyond Philosophy

The theory is that if you outsource your Customer Experience it is perfectly possible to still delivers a Great Customer Experience. Outsourcing itself is not the issue. The real issue is determining what the driver for outsourcing is and how it will be managed when it is remote to you. Read full article

 

People Are Your Greatest Asset -- Rubbish!... The Right People Are Your Greatest Asset.

By Colin Shaw, Founding Partner, Beyond Philosophy

A number of years ago, I took over the management of a team of Customer Service people. The Customer Experience that they were delivering had been poor for some time and previous managers had not been able to improve this. Read full article

 

Why Companies Have No Sense!

By Colin Shaw, Founding Partner, Beyond Philosophy

How many senses do you have? The answer is six sight, sound, touch, taste, smel... and common...! How many senses do you use when planning your Customer Experience?

 

Are you a Coward? I was.

By Colin Shaw, Founding Partner, Beyond Philosophy

Primarily, it is because we all feel we can say things in emails that we found never say face to face. In my experience this never works how people expect. No matter how hard you try, you think you have written one thing and the person reads something else. Read full article

 

Organisations want Loyal Customers. RUBBISH!

By Colin Shaw, Founding Partner, Beyond Philosophy

In my views most organisations do not know what loyalty truly means and they need to take a step back and think about what it actually does mean.

Loyalty is the most over used word in business today. Everyone says they want loyal customers. But what is loyalty? Read full article

 

Why Airlines are most interested in themselves than their Customers

By Colin Shaw, Founding Partner, Beyond Philosophy

Great Customer Experiences are built 'Outside in' rather than 'inside out'

What this means is if you are 'outside in' you find out what your customer wants and change your organisation to meet their needs accordingly. If you are 'Inside out' however, ... Read full article