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Complaints

Service Recovery vs. ‘Right First Time’ – Which is better?

Posted on February 13, 2014March 18, 2019

Customer Experience

Inertia should never been mistaken for loyalty

Posted on February 12, 2014March 18, 2019

Customer Experience

Was Blumenthal Wrong?

Posted on May 17, 2013March 19, 2019

Customer Experience

Friends and Family Test – Will NPS® work for the NHS?

Posted on February 8, 2013March 18, 2019

Customer Experience

Did Mary Portas get it wrong? Could good Customer Service result in a bad Customer Experience?…

Posted on November 27, 2012March 18, 2019

Customer Experience

Wowing customers – really?

Posted on October 30, 2012March 18, 2019

Customer Experience

Customer Experience Management – The O2 Way

Posted on September 28, 2012March 18, 2019

Customer Experience

Customer Experience – More Than Service

Posted on September 24, 2012March 18, 2019

Customer Experience

My Olympic Experience at London 2012

Posted on August 16, 2012March 18, 2019

Customer Centricity

Customer Centricity – Alive and Kicking?

Posted on August 1, 2012March 18, 2019

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Customer Experience…

…can be measured by looking at the difference between what the customer expects from an organisation and what they actually get. And from  one customer’s point of view, this might only be a judgement made on the basis of a single interaction, yet for other customers, the judgement might be based on their overall experience, determined by all of their dealings with the company and its people over time. This end-to-end chronological view of the relationship is also known as the customer life-cycle. For some, Customer Experience might just be a solitary ‘moment of truth’, but for others it could be based on a complete customer journey.

Companies work hard to improve their service performance, however Customer Experience is impacted by much more than the Customer Service they receive. The experience a customer gets is also driven by the product they buy and the price they pay for it, all of the people they deal with, the processes that they go through and anything that they might see, hear, smell, taste and touch as part of that experience. The experiences we have come from all of our senses. So, every single interaction a customer has with an organisation, be that seeing an advertisement,  smelling the food in a restaurant or receiving a bill or statement, has an impact on the customer’s experience. For this reason, every single person within your business has a direct or indirect impact on the customer experience, from the Managing Director of the company to the person sweeping the floors at the end of the shift.

Customer Experience Management is about closing the gaps between expectations set by your brand’s promises and the customer’s perceived reality throughout their journey with you. Jericho works with some of the world’s leading brands to develop transformational programmes that not only increase top and bottom line commercial performance, but also deliver world-class customer experience change.

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