customer experience

Customer Experience Survey Ian Golding

Communication – the forgotten element in customer experience

This week, customer experience expert Ian Golding announced the results of an independent survey asking people which brands were getting customer experience right. I’ll leave you to read Ian’s excellent article to find out who made the Top Ten, but yet again, it shows that what you do is trumped – comprehensively – by how …

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Customer experience is about looking backwards and forwards

Janus, Zeus and improving customer experience

In Roman mythology, Janus – the god of beginnings and endings – had two faces.  One faced forwards, the other backwards.  Janus could easily be the god of Customer Experience. Customer Experience people are, after all, a bit like him.  They face the customer and their own organisation simultaneously.  I’m going to suggest, though, that it’s time …

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Tone of voice in customer communication

Is it all down to tone of voice in customer communication?

I don’t know if you’ve seen Allister Heath’s article in the Telegraph?  He says that companies must start listening to a public who feel taken for granted, and undergo a cultural revolution.  And he points the finger firmly at call centres and customer services teams as being to blame. He says “most large UK consumer-facing …

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Customer communication for luxury brands

Communication’s no luxury – customer experience for luxury brands

Why luxury brands need to think seriously about their customer communication. I have a thing for watches. Sadly for my bank balance, this desire is not assuaged by a couple of Casios and a Timex. I have a thing for serious, expensive, mechanical watches. So, because I spend so much time working with clients transforming …

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