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Buying on Line Pre Xmas – Naughty or Nice?

Inspired by a story in the Gloucester Echo (16^th December 2014) where Phil Norris’ parcels were placed inside his rubbish bin, ready for the refuse man to take away!

Spare Some Change? - Banking on a Better Experience

As I described last week, when banks deploy iconographic technology in branch that doesn’t work it undermines trust in their core proposition. And when they “manage” their customer’s waiting experience on a scrappy piece of paper they just look silly.

Parallel Meddler

A Great Experience Revisited

It’s been over a month since I had the pleasure of participating in Qmatic’s fabulously attended Great Experience Event in Istanbul, plenty of time to reflect on the event’s messages and compare them to the world around me ever since.

Posted 17 Nov 14

Face the Facts - A White Paper

Terry Green, the Voice of Customer Experience, has researched and written a white paper using real data from a major UK retailer to emphasise the impact of face to face customer experience on Net Promoter Scores.  

Customer Feedback Fatigue

Has anyone else fallen for those sweet, seductive words, “Would you like to participate in a short survey at the end of your call today, to help us improve our service?”