Trust: the only currency that matters.

Last week I was asked for my opinionin an article being written on designing¬†customer services.¬†One of my favourite questions asked was on trust – and its role in a service-based model. Below is the answer I gave and wanted to share with you all today to put some perspective on how to take your service[…]

The difference between Customer Segments & Target Markets

Hi Everyone! Given the work I am currently doing on Customer Experience, I wanted to share some thoughts on the two concepts in a bid to demystify them and add some clarity into how to use segmentation to harness the true potential in an organisation. Customer segmentation is the clustering of customers used to organise[…]

Customer Experience: Talking is silver, but showing is gold.

One of the most interesting times in my career was when I worked in steel manufacturing. I was challenged to incite initiative, focus, drive and passion for customer experience with the sales, estimating and call centre teams. With varying degrees of experience, willingness for change and customer focus, it was no easy task. We had[…]

The #1 law of the Customer Experience Universe

Described by some as the business ‘buzz term’ of the last decade, Customer Experience has ranged in description, shape and form… For most, the journey begins looking at service levels, convenience factors and attitudes of individuals and teams. Others throw themselves into the world of analytics and data by adopting Net Promoter Score (or equivalent)[…]