The Accidental Customer

2014-04-28T00:21:52+00:00

Many customer experiences involve regular or repeat customers. Once you know the drill, it's ‘all good’. But what about first time or occasional customers - the accidental tourists? Are you rolling out the welcome mat, or are you keeping new customers locked out because you make it too hard for first timers? When it comes to public transport I am 100% a train guy. I know where they start and finish, which one to get, and that it will generally be on time. Lately though I've needed to move between locations in and around the city in a hurry, and [...]

The Accidental Customer2014-04-28T00:21:52+00:00

How well do you keep your customer promises?

2014-04-28T00:22:07+00:00

The old adage ’always deliver on your promises to customers’ has never been more relevant than in today’s competitive market place.  Being true to your word and delivering on what you have agreed, can reward your business with a lifetime of repeat business and create advocates of your customers, something that all the marketing dollars in the world can’t buy.  A great experience with an online retailer really brought home the difference that delivering on promises can make. My microwave recently had a quick and unceremonious death. One minute it was working, the next it had stopped. For our family, [...]

How well do you keep your customer promises?2014-04-28T00:22:07+00:00

Keep your shirt on… again!

2014-04-28T01:52:40+00:00

Is a superior product enough to build customer satisfaction, or is it important to take a more holistic approach to your customers and their experience? For those of you who read my earlier blog on my search for a ‘no-crease’ cotton business shirt, you may be interested to know what happened next… I think it will surprise you! I take up the story seeking to find more shirts like the amazing Abelard one I discovered recently. My first option was to browse the Abelard website. Why pay a mark-up for something when I can buy it online? I knew my [...]

Keep your shirt on… again!2014-04-28T01:52:40+00:00

No Parking? No stress.

2014-04-28T01:54:12+00:00

It can be easy to focus on the poorly designed experiences, but every so often something comes along that makes you realise that companies just might be using customer insights to develop innovative new products and services.  Take ‘Secure-a-Park’ for example. One of the great benefits of being a Consultant is that I get to work with many different clients.  This also means that some days I’m racing in between the City and suburbs to get to meetings – bringing the challenge of city parking in to the equation.   Depending on the time available I might try and find a [...]

No Parking? No stress.2014-04-28T01:54:12+00:00

Give your customers a break!

2014-04-28T02:00:00+00:00

Aligning your organisation systems, customer experience and employee engagement to your strategy can create a truly customer focused business.  Misalignment can leave your customers shaking their heads… and for some organisations this must happen on a daily basis. My car was playing up last week – intermittent, but potentially hazardous.  After a couple of days of believing I must have been at fault (customers do that all the time!) I decided to call the service department of my local dealer to see if they could check it out while I was in the area.  Bear in mind, this claims to [...]

Give your customers a break!2014-04-28T02:00:00+00:00
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