Tag: Customer experience

Pension Customer Experience

Pension Customer Experience Design

Legally opted-in, emotionally opted out Like the start of an arranged marriage, pensions auto-enrolment has legally signed-up members but not captured their hearts and minds. To do this, pension customer experience needs behavioural design. The surest measure of this lack … Read More

Banking customer service. The old oxymoron

What is about advanced capitalism that reproduces primitive Soviet-style customer service experiences? what bank wouldn’t want to help a valued customer stressing out about her lost payment cards and personal data. Or so we thought. Five reasons why call centres end up failing. … Read More

10 management truths for the web age

I don’t often post other peoples’ content. But I thought this was such a great presentation about why “online” continues to be a disruptive technology. It encompasses beautifully why putting “eLipstick” on the pig of a fragmented legacy organisation doesn’t meet customers’ service and experience expectations. … Read More

Customer service heaven

I get unreasonably impatient with bad service but turn into a love-struck puppy when a company really impresses me. But to do that, doesn’t just mean exceeding expectations. It’s increasingly about doing the seemingly impossible. The amazingly lovely Elysium Hotel gave us one of the best customer experiences of our lives. So this is a ‘customer service postcard’ from our holiday. … Read More

New utility customer service challenges

In a just world, everyone would love the new utilities like Google, Skype and Facebook. Reality isn’t like that because people expect great customer service. New utilities could meet that expectation. But they need a new approach to service management and design. Customers are demanding a good service experience and that’s exactly what the new utility’s struggle to provide when things go wrong. … Read More

Contact evasion and how to avoid it

Evading customer contact is an easy response to high contact volumes that makes customers angry. Much better to implement a disciplined service management framework that lets you be easily contactable without drinking from the fire hydrant. … Read More