Blog Squad

Do your surveys create dissatisfaction?

Customer surveys are a staple of the customer experience process and the most commonly-used way of measuring the customer experience. You would expect therefore that the application of the technique would by now be pretty slick. Unfortunately, that all too often is not the case. Rather than measure satisfaction, the majority of surveys turn what […]

Is It Time For The Chief Customer Officer?

An interesting research report released this month in the USA shows that in the American labour force, millennials are now in the majority. More specifically this means that most American employees are now in the 18-34 age range. I think it is interesting to finally see this happen. It is one of those statistics that […]

Why a customer centric culture is the best way to win back trust

The Financial Services industry is still struggling to win back customer trust as scandal after scandal haunts the sector.  And Engage Business Media’s Customer Engagement in Financial Services Directors Forum identified culture as the key to winning back trust from increasingly sceptical and savvy customers. The Forum was hailed as a fantastic success by both […]

Lessons we can all learn from the chief executive of Ryanair

Over the years I have been one of the most vociferous and consistent of all in my criticisms of Ryanair and their unashamedly shoddy treatment of customers. I refused to fly with Ryanair for several years as my personal protest. It’s crystal clear that as time went by I was not alone. Back in 2013 […]

Driving integrated employee and customer engagement from the top

The importance of senior sponsorship Having worked in employee and customer engagement for over 20 years, there’s one rule that works across every company, every industry and every geography:  without sponsorship from senior leaders, these issues will never take hold as a recognised driver of business performance. This sponsorship and support matters for a couple […]

Ex Machina and it’s relevance to customer and employee engagement

In my last post I somewhat labored some film analogies that I drew from the various presentations at the Employee Engagement Summit which I had the privilege of chairing. But I want to extend this by just one film that I think has relevance to how we might think about customer, and indeed employee, engagement […]

Mark Hilary

Is your company customer-centric?

Is your company customer-centric? Are you even aware of what this might mean for your organisation – how much change might be required? Let’s move on from the corporate buzzwords and jargon first. Companies in every industry you can think of are being forced to become customer-centric because the way that customers communicate and behave […]

Did British Politicians Forget About The Customer Experience?

The UK General Election is over days before every polling company, pundit, and political journalist expected it to be. The polls all said that it was too close to call, which would have triggered days or weeks of negotiations over how to form a new government. Instead, David Cameron’s Conservative party has won a clear […]

Surprising Skills for Leadership in the Digital Age

What is going on with work at the moment? We can work wherever we want and yet commute times are going up year on year as we play sardines on trains and sit in jams on motorways.  We often spend longer and longer working (because we can) but get less done in the process. We […]