customer experience management

Spreken zie Customer?

Posted by Dawn Baird, Partner on Apr 3, 2009 in business, customer service, personal development, training | 2 comments

A group of nine year olds in a primary school not far away from this very screen were speaking customer this Wednesday past. They were taking part in Young Enterprise, which I hope to volunteer for very soon. What does the programme offer? Well, it gives kids the chance to talk to real live ‘entrepreneurs’ and discuss what is involved when preparing to supply a product or...

Customer Experience Counts (Now, More Than Ever!)

Posted by Allen Baird, Partner on Feb 9, 2009 in customer service, emotional intelligence, news and events | 0 comments

It’s not often that airports lead the way in showcasing a commitment to excellence in customer service. I mean, come on, we’ve all been there – it’s as if any sign of a personality has been surgically removed. You have to remortgage your house to buy a sandwich, and then realign your taste buds in order to enjoy eating it. It seems that a certain English airport is...

American Schmaltz or European Laissez-Faire?

Posted by Allen Baird, Partner on Mar 28, 2008 in customer service, news and events | 2 comments

A man walks into a shop. He lifts a bacon-and-egg roll, a banana milkshake, and a Finger of Fudge choc bar. He then walks up to the counter to pay. Nothing remarkable so far. Except… this is Northern Ireland. Here, regular customer service is a tale told by weary travellers. As for exceeding customer expectations, that concept is as mythical and woolly as the mammoth. The man...