Blog Squad

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 […]

The customer experience must match the expectation of your customer

Any customer service manager has known for years that the quality of customer feedback often depends on what the customer expected when they got in touch. For example, if your shiny new PC crashes after a few days and minutes after calling the helpline you have it back up and running then factors such as […]


Ode to engagement It used to be simple, Then it got complicated. Now it’s personal but Tomorrow that’s just not good enough! These four lines sum up the past, present and future challenges facing companies seeking to engage with current and potential customers. Let me explain. It used to be simple: remember when customers had […]

Customer experience at a cross-roads

One project that I really enjoy running annually is Ovum’s CRM Outsourcing Business Trends Survey, which sounds out 200 enterprise contact center managers in Western Europe, North America and Australia.  And, once the fieldwork starts, I relish getting back the data in order to see what has changed over the course of the previous twelve […]


Our First Employee Engagement Summit hailed as a world class success Engage Business Media’s first Employee Engagement Summit held at the Park Plaza Victoria Hotel in London on April 16 attracted more than 300 delegates and was hailed by sponsors, delegates and speakers alike as a world class success, with many describing it as the […]

Inconvenience Stores – world’s first customer service travelogue

It’s over ten years since Inconvenience Stores first came out. This was (as I keep telling everyone) the world’s first customer service travelogue. Confident that this piece of information would serve my interests well, I sat back, awaited the flood of poorer quality, bandwagon-jumping competitor releases and looked forward to my day in the sun: […]

NPS is one of the few benchmarks we have so don’t ruin it!

In September 2014, we posted an article on our website about the misuse and abuse of the Net Promoter Score (NPS) number that we had witnessed. Since then, on our social media feeds and at our events, we have had many more people contribute to the debate and add their own experiences. Our biggest fear […]

Maybe my opinion doesn’t matter after all?

I love working in Customer Experience.  When asked why I often reply its because it’s so simple.  I only have to remember to do two things:  Step One: Listen to customers; Step two Act upon what they tell you. It seems to me that all the great companies are particularly strong at step two. However […]