the customer experience blog | +44 (0) 207 099 1950


Customer Centricity and the curate’s egg

November 1, 2016

The term customer centricity has been around for years, however it is only really in the past five years that organisations have begun to pay it any real attention. It has increasingly found its way onto the agendas of board rooms around the globe, but for most it has remained a concept rather than a reality. Customer centricity is somewhat of a curate’s egg, with some good bits and some


Not so EasyJet – the importance of a customer promise

October 28, 2016

Now, you might be forgiven for initially thinking that this is yet another blog whinging about poor customer service from a major brand that is already well known for not offering particularly good customer service. But it isn’t. That isn’t to say that I wasn’t on the receiving end of poor service, because I actually was. However the underlying message behind this story goes a little bit deeper. This story


Personas vs. Segments – what’s the story?

June 8, 2016

In the customer experience world, there is increasing dialogue about the importance and utilisation of customer personas. For anyone who has not yet encountered them, you may be forgiven in initially thinking that they are exactly the same thing as customer segments. In this post we will be discussing the similarities and differences between the two, however we will also be talking about the evolution and future of segmentation within


Firing customers – Are we looking at this right?

May 14, 2016

Over the past few years, there has been quite a bit of discussion about the principle of sacking or firing customers. A recent article by Adrian Swinscoe that asks whether we should fire, rate or educate customers reminded me of a personal view that I first ‘aired’ at the Satmetrix conference in London in 2014. In his article, Adrian makes reference to Fred Reichheld, of NPS fame, who initially spoke


Who owns the customer?

April 30, 2016

Just over four years ago, I wrote a blog post called “Who owns Customer Experience?”. The purpose of the post was to attempt to establish the best ‘place’ within the business to ‘house’ the Customer Experience professionals. Ultimately, the purpose of the article was to argue that customers experience the business cross-functionally, and as such can be influenced by all or any of the functions of the organisation. As such,





blog search directory
Blog Directory