From the category archives:

Customer Experience

Why A Customer Experience Needs A Language …

June 7, 2010

Language is a powerful thing. It gives a clue to our innermost thoughts and feelings.
In NLP, practitioners are taught to identify the type of language that is used. When they do this they gain a far deeper insight into what motivates the person. It gives them a clue on how to help the person change [...]

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Ok, I have Your Money, Now Customer F Off …

May 19, 2010

I suppose I could complain about the really bad service (and indifference) of Blackberry South Africa and MTN’s inability to look after me as a client, and actually phone back a week ago when promised.
But this type of customer service is so typical of a large organisation. I don’t think it’s limited to South Africa, but [...]

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Failing Facebook …

May 15, 2010

It’s how your customers need to see you and it is what every brand needs. I call it the LAT principle:
Leadership, Authority and Trust
The more your brand stands for this principle the stronger it is. It is really is kind of logical.
Why Facebook is starting to fail in the LAT principle

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Edgars,Your Customer Experience Sucks. Here’s Why …

May 7, 2010

I’ll be the first to tell you that I’m no Suze Orman when it comes to paying my accounts. But I do pay regularly and mostly on time; which is, I suppose, why I take issue when Edgars sends me automated SMSes:

Edgars Financial Services reports non-payment of accounts to Transunion Credit Bureau. Pay regularly [...]

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Customer Experience, Positioning, Culture and The Archetypes

May 6, 2010

You can have the best product in the world but unless you have a customer to sell it to, you don’t have a business.
And you don’t have a business unless you have decent competent staff to deliver the product. And they have to do it in such a way that your customer keeps coming back [...]

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The Warrior Experience

May 6, 2010

Your business is about relationships. It is about your prospects buying into your company and trusting you. It’s about feelings not cold, hard rational facts.
And what are feelings about? Personality.
The Warrior Personality and Customer Experience

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