I listened to a wonderful episode of one of my favourite podcasts, Cautionary Tales, this morning. Titled Office Hell: the Demise of the Playful Workspace, it told the story of the highly successful US advertising agency Chiat/Day who in the early 1990s remodelled their office space to do away with offices and cubicles
....READ MORE
It was my great pleasure to co-author this post with Nate Brown, Senior Director of Customer Experience for Arise Virtual Solutions and founder of CX Accelerator. (more…)
Today I'm pleased to share a post that was co-written with Dan Heilbron, Head of Customer Experience Advisory Services, Asia-Pacific and Japan at Qualtrics. A relatively simple way of deriving insight from customer feedback is through correlation analysis. Correlation analysis is a statistical technique that aims to establish whether a pair
....READ MORE
This post first appeared on the ICMI blog in February, 2022. I started my career in my early 20’s working in the residential contact centre of a phone company. I’d just finished a marketing degree and, upon the advice of my father, I entered the business in a customer service capacity.
....READ MORE
The pandemic and the resultant time spent working from home whilst societies were in lockdown has made millions of people re-evaluate the psychological contract they have with their employers. They’ve been considering what they’re receiving in return for their time, skills and effort and deciding it’s not equitable. What
....READ MORE
Complaint management – the effective handling of customer complaints within an organisation – is a hot topic right now. Go to any online newspaper and search for “customer complaint” and you’ll inevitably find stories on banks, airlines, telco’s, and fast food companies to name but a few. Effective complaint management
....READ MORE
Today I'm pleased to share a post by Ashley Wilson. Image courtesy of Unsplash As a business owner, you know that your business provides great value to your customers. However, in a crowded market, new customers won’t always immediately see why they should choose you over your competitor.
....READ MORE
The following post is an interview provided to ProProfs in December, 2019. The promise of a delightful customer support experience comes with the responsibility of actually delivering it. Just getting new software onboard does not mean that you already provide a great experience to your customers. There are various things
....READ MORE
This post first appeared on CentraCX's blog in March, 2021. Contrary to conventional thought, this phrase never originated as a demand from a customer. It came from London department store owner, Harry Selfridge, in 1909 and was intended to convey to customers that they would receive excellent service at his
....READ MORE
“How do you keep the customer front of mind when everybody is working remotely right now?” This was the question that Annette Franz and I tackled on one of our recent calls. Following is a transcript of that call. BM: Let’s start with how you keep the customer
....READ MORE
My name is Ben Motteram. I work with leaders to improve customer and employee experience. This is my blog.
