I’ve written before about ‘organisational stupidities’.
I found this recently on Bob The Lomond’s Flickr site. It was taken at Luton Airport apparently.
One of my regular rants is ’stand in your own queues’. That means find out how easy you are to do business with by putting yourself in your customers’ shoes.
This brings a whole new meaning [...]

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I heard the comedian Bill Bailey on Desert Island Discs yesterday morning. When asking for advice about how to entertain an audience when doing stand up, he was told by an established fellow comedian “Just keep saying funny things to them”.
Simple, forthright (even obvious?) advice. When I’m asked how to create ‘devoted customers’, I’m going to reply “Just [...]

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I’ve talked about Net Promoter Score (NPS) before - it’s Fred Reicheld’s system for measuring customer satisfaction and loyalty and outlined in his book The Ultimate Question.
We’ve been using NPS for some time now and do find it a useful indicator to measure performance and customer opinions.
Get Customers To Sell For You is a great article about [...]

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Fresh from some great customer experiences in Las Vegas, I popped into a local pub to watch the Champions League Final last week. Settling down for the match, a couple of us decided to have a quick snack, and ordered some chip butties. We were told we couldn’t just have chips even though all the meals came with them. 
When [...]

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Just back from Las Vegas. Yes, it’s a place of excess where the next thing has to be bigger and brasher, and it’s not to everyone’s taste I know.
We stayed at the Wynn hotel developed by Steve Wynn after he’d done the Belagio and as you’d expect it’s impressive in terms of facilities, luxury and [...]

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I blogged about customer vigilanties last month. I read an article in The Times on Saturday highlighting how it’s growing in the UK too. The article reinforces the fact that they are so easy to set up and join. Examples include the 7500 registered members on orangeproblems.co.uk and over 175,000 registered members on a revenge site for [...]

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WPA, The health benefits business has introduced a fantastic system to make their customer contact centre ‘easier to buy from’. They publish online, ‘realtime’ statistics that highlight the peaks and troughs of call levels. This allows customers to identify the times when call volumes are lower, and then call at an appropriate time.
I’m sure that [...]

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A client lost out on some work recently, and wanted some help on finding out why. Here are the questions I suggested he should consider asking them:
- What originally attracted you to us? / what made you consider us?
- Who else did you consider?
- What particularly impressed you about us?
- What disappointed you?
- What criteria [...]

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Interesting aticle in Business Week about ‘consumer vigilantes’ - individuals who happily spread ‘bad news’ about their customer experiences rather than simply going through the ‘normal channels’.
It highlights the growing trend and power of ‘word of mouse’, and shows how easy it is to ‘get heard’.
This week’s edition also highlights their ‘2008 Customer Service Champions’ [...]

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It’s refreshing at a time when UK politicians don’t have a clue about where their funding is coming from (incidentally, don’t know about you but I have a very good idea where my revenue comes from - who’s paid me, and who owes me -it’s not difficult - Sage is a wonderful thing!), that US presidential [...]

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