Category Archives: Blog

Beyond Customer Journey Mapping

So you’ve got a great understanding of who your customer is.  You know their demographics, their lifestyles, their preferences and behaviours. You’ve mapped out the customer journey, so you’ve got a handle on your customers’ ‘moments of truth’.  You’ve worked … Continue reading




Posted in Blog, CX Principles | Tagged call centre, contact centre, core values, Culture, customer experience, Customer Journey Mapping, customer service training | Leave a comment

How To Make Your Core Values Work

They’re funny things, Core Values.  They seem to have adorned more mugs, pens and mouse mats over the years than I can remember.  All this effort, excitement and expense, yet the values they’re designed to embed so often fizzle out … Continue reading




Posted in Blog, Contact Centres | Tagged call centre, contact centre, core values, Culture, Mission and Values | Leave a comment

Is Your Business Suffering From Also-ran Management?

I work with businesses to inject new thinking into their environments and help make them more dynamic.  One of the most common problems I come across is bland management. I’ve worked in and with a lot of organisations and I’ve … Continue reading




Posted in Blog, Contact Centres | Tagged call centre, contact centre, Leadership, Management, management development, team leaders | Leave a comment

Is It Time You Had A Good Look At Your IVR?

  “Please press 1 for… Please press 2 for…”.  People have hated IVRs (Interactive Voice Response) ever since they were introduced.  Your IVR is the first thing that all of your customers experience when they call your business… all of … Continue reading




Posted in Blog, CX Principles | Tagged call centre, CRM, customer experience, customer journey, differentiation, IVR | Leave a comment

Is It Time Your Call Centre Ditched Their Standard Greeting?

  For as far back as I can remember, Call Centres have been using standard greetings to ensure that every call is answered in a uniform way.  As soon as they start, brand new employees are told what to say … Continue reading




Posted in Blog, CX Principles | Tagged call centre, Call Centre Culture, contact centre, Culture, customer engagement, customer experience | Leave a comment

Are Call Monitoring Forms Killing Customer Experience?

Today I feel compelled to write about one of my pet hates – the dreaded Call Monitoring Form.  Over the years, they seem to have grown into a necessary evil, used to beat agents with when they accidentally roam from … Continue reading




Posted in Blog, Contact Centres | Tagged agent motivation, call centre, call centre agents, call centre motivation, call monitoring, Call monitoring forms, customer engagement, customer service, team leaders | 1 Comment

Are you getting behind the ‘however’ in your customer feedback?

In an age where differentiation king, businesses are starting to recognise that tick boxes just don’t cut it if they want to bring their products and services closer to real customer needs. Now is the time to get right underneath … Continue reading




Posted in Blog, CX Principles | Tagged contact centre, CRM, cusotmer service, customer centric, customer experience, customer feedback, customer journey, customer satisfaction surveys, differentiation | Leave a comment

For the Perfect Lesson in How to Engage on Facebook, Take a Tip from Your Friends

Any company worth a mention is ‘doing’ social media, but are too many embracing the word ‘media’ and ignoring the ‘social’ bit? But it’s the ‘social’ that gets the engagement. It’s like that dull bloke at the party that does … Continue reading




Posted in Blog, Online | Tagged customer appeal, customer centric, customer engagement, emotional drivers, facebook engagement, facebook fans, Net Promoter Score, NPS, social media engagement, social media marketing, the death of broadcast marketing | Leave a comment

When Great Food And a Great Location Are Not Enough

So, your restaurant is in a great location, you’ve spent a fortune on decor and you’ve found a great chef.  So why aren’t there people falling over themselves to pile through your door? It’s probably because you’re missing a vital ingredient. … Continue reading




Posted in Blog, Small businesses | Tagged benefits of customer engagement, customer appeal, customer experience, customer loyalty, customer service, differentiation, experience, how to stand out, Net Promoter Score, NPS, Restaurants, service | 2 Comments

Hurrah! A Pop Up That Doesn’t Destroy the Customer Experience!

You know that feeling you get when you’re rushing somewhere.  Those times when you know exactly where you need to be and why you’re going there – Then suddenly someone steps right into your path and stops you dead.  Annoying … Continue reading




Posted in Blog, Online | Tagged advertising, customer experience, customer journey, pop up boxes, website marketing | Leave a comment