I think it is the simple things that organizations do that have a big impact on the customer experience. For example, having a conversation as against doing a transaction or the business ensuring that their customer is fully satisfied with the service received as against requesting for a online feedback.

Hope the large businesses also understand this and incorporate such behavior by design in their processes rather than hope that the service team will take care of keeping their customers happy.


It’s a well-known fact that bad news sells… and that’s probably the reason that most blogs you read are full of doom and gloom or are pointing out the inadequacies of someone or something. Having just done that with my previous post I thought I’d buck the trend and write about two good news stories instead.

The first is from the Post Office, much maligned over recent years and run down (or at least downsized) in many villages and towns. On Saturday I went to renew my passport at my local Post Office in a small place called West Monkseaton. A very bright and modern post office with lots of very friendly and helpful staff who obviously wanted to take care of people. It was a real pleasure to have a conversation as opposed to feeling like a transaction and this translated into a very good customer experience.

The second one…

View original post 114 more words

Categories: Uncategorized
  1. No comments yet.
  1. No trackbacks yet.

Leave a Reply

Fill in your details below or click an icon to log in:

WordPress.com Logo

You are commenting using your WordPress.com account. Log Out /  Change )

Google+ photo

You are commenting using your Google+ account. Log Out /  Change )

Twitter picture

You are commenting using your Twitter account. Log Out /  Change )

Facebook photo

You are commenting using your Facebook account. Log Out /  Change )


Connecting to %s

%d bloggers like this: