Moments of truth in customer experience were first discussed by a Scandinavian airline to identify the various touchpoints a customer has with a company, each of which are an individual opportunity for a customer to form an impression. After transforming SAS Airlines to be one of the most successful in the industry, Jan [...]
Some people might be happy to hear that water companies in England and Wales are under a financial obligation by a third party regulator to provide consistently excellent customer service to their customers. The regular, Ofwat, use a system called 'Service Incentive Mechanism' (SIM) to regularly score a water companies customer satisfaction levels [...]
We read a complaint this week on a largely populated local Facebook group about a negative experience someone had encountered in a well-known, reputable food store in Brighton. She complained that for three days in a row, the same man had served her and "could not be bothered to smile, let alone be [...]
We recently wrote about the demands of customers in the modern world and how advances in technology and 24-hour access to services has created a ‘demand it now’ culture. We know, even from personal experience, that we feel unsatisfied when we don't get what we want, so how do service organisations improve customer [...]
“They’re a good sales person, they could sell ice to the Eskimos." That is a line I used to hear all the time. The problem is Eskimos (these days, it’s more acceptable to call these peoples Inuit anyway) don’t want ice, because they’ve got plenty of it, and as consumers we’re becoming a [...]
“I want it, I want it now and I want it easy!” A rapid improvement in smart technology and 24-hour access to information, products and services has created a ‘demand it now’ culture. So, when we don’t get ‘it’ bang on time, what happens and how do we feel? The answer: not satisfied. [...]
