Our Thoughts

Perception is Reality

Perception is Reality

16th May 2018

"Perception is reality" is a Tom Peters quote we turn to again and again when talking to clients about the customer experience. It underpins a host of different lessons, but the particular one I want to focus on for this post is that it means that what customers believe is more important than what you actually do. The customer experience happens inside customers' heads....

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NPS

NPS

30th April 2018

We wondered what people in general know about NPS. Our panel told us "not much", but those that do know say it affects how they score. Something to keep an eye on as NPS continues to gain traction.

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Black Box Thinking and Complaints

Black Box Thinking and Complaints

26th February 2018

It's a cliché that we should think of complaints as a gift. They're an opportunity to fix a customer's problem, and potentially even wow them with our response. Why, then, are so few companies genuinely good at receiving, letting alone responding to, complaints?

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January 2018 UKCSI

January 2018 UKCSI

29th January 2018

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Our Roadmap to GDPR

Our Roadmap to GDPR

20th December 2017

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July 2017 UKCSI

July 2017 UKCSI

28th July 2017

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Attitudes and Behaviour
What is a CSI?

What is a CSI?

26th July 2017

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Delivering A World Class Customer Experience

Delivering A World Class Customer Experience

27th March 2017

The ten things world class organisations do to deliver the perfect customer experience.

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January 2017 UKCSI

January 2017 UKCSI

24th January 2017

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TLF November Top 10

TLF November Top 10

29th November 2016

The top 10 articles you should read this month

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TLF October Top 10

TLF October Top 10

28th October 2016

The top 10 articles you should read this month

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Trust

Trust

5th October 2016

At our client conference this year Stephen talked about trust as the key theme binding together successful organisations, their people, & their customers. Here's a short summary...

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TLF September Top 10

TLF September Top 10

29th September 2016

The top 10 articles you should read this month

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TLF August Top 10

TLF August Top 10

25th August 2016

The top 10 articles you should read this month

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