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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


The Problem with Customer Experience

October 28, 2016

I came across this video just the other day and I just had to share it with you. I think it fairly and squarely hits the nail on the head.


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





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