What makes the the worlds #1 Customer Experience brands?


#1 CX Brands

As I quite literally travel the world talking, listening and working with individuals and organisations who have an interest in Customer Experience, I am regularly asked who the world’s ‘best’ Customer Experience brands are. ‘Who is good at CX?’ is a pretty typical question. It is a good question to ask and one that I can most certainly answer ‘in my opinion’. However, having been asked the question so many times, rather than me just citing my opinion, I thought I would go a significant step further and ask as many people as possible for their opinions.

In January 2015, I conducted an independent survey of people across the world to find out who their ‘#1’ Customer Experience brands are and most importantly WHAT makes them their #1. In this blog post, I am delighted to officially reveal the findings of the research. Some of the findings may surprise you……some of them will not. What you can be certain of is that the findings are likely to provide validation of the things that are the most common reasons for these brands ‘delighting’ their customers.


Customer Experience is not just for the big, bold brands

The first big surprise for me was that  94 different brands were mentioned as people’s #1 Customer Experience brand in just over 200 responses . It is fascinating and encouraging to see that great Customer Experiences are not exclusively the preserve of those with huge budgets. Many of the companies named by respondents are small, independent businesses who share a similar mindset with brands we’re more familiar with. What is not a surprise though is that the top four favourite brands accounted for 40% of the responses. We’ll find out later why it is that the same brands keeping topping this kind of poll, but first, let me acknowledge the top 10 #1 Customer Experience brands coming out of the research:

Top CX Brands

Other well-known brands such as Emirates, Premier Inn, Argos, Airbnb, USAA and Sky all received endorsement as a #1 Customer Experience brand. In the interest of balance, some of the names mentioned by respondents that you are less likely to have heard of are as follows:

  • Sixthman Music Festival Cruises
  • Jabong.com
  • Dutch Bros
  • Discount Tire
  • Hatem Shahim (a barber’s shop!)
  • Dyreparken i Kristiansand
  • Spear & Jackson
  • Wegmans
  • Firebox.com
  • e-bolt
  • Container store

Different countries and a variety of industries – the sheer number of organisations receiving a mention suggests that there are many doing something right – the question is – what exactly are they doing that warrants a customer such as you citing them as their #1 Customer Experience brand? Before we find out, let us just have a quick look at the commercial performance of the top 10 CX brands coming out of the research.


The right customer experience is commercially rewarding

The sheer mention of  ‘Customer Experience’ and ‘Customer Centricity’, is still often greeted with a rolling of the eyes by those who are more focused on sales targets, operational efficiency and tasks. The irony though is that the former makes the latter much more successful. And it’s no coincidence that each of the top 10 brands has recent performance milestones to be proud of:

  • Amazon Q4 14, net sales increased by 15% over Q4 13
  • Apple 39.9% profit per product (3 months to end Dec 14)
  • First Direct Moneywise “Most Trusted” and Which? Best Banking Brand
  • John Lewis profit before tax up 12% in 2014 vs 2013
  • Disney Earnings per share up 27% in year to Dec 2014
  • Air New Zealand Earnings before taxation up 20% in H1 15 vs H1 14
  • Mercedes Revenue increased 12% from 2013 to 2014
  • Starbucks Revenue rise 13% in Q1 FY15
  • BMW 7% increase in vehicle sales in Jan 15 vs Jan 14
  • Boden Shipping 12,500 parcels each day

Pretty powerful stuff. Is it just a coincidence that the brands you are saying are the best at Customer Experience all seem to be faring pretty well on the commercial front? It appears as though all of the brands that are ‘great’ at Customer Experience share common characteristics – in fact the research identifies 13 common characteristics that are the reasons WHY these brands are #1 in your eyes. Lets us have a look at the ‘lucky’ 13!


These organisations have common characteristics

I wanted to know what it is that your favourite brands do to make them your #1 at delivering consistently good Customer Experiences. I asked for up to three reasons from each respondent and received 575 comments. Following verbatim analysis,  13 categories were identified, each distinct but interlinked. They were, as follows (with the percentage frequency they appeared):

  • Corporate attitude 15.9
  • They’re easy to do business with 14.9
  • They’re helpful when I have a problem 11.4
  • The attitude of their people 9.4
  • Personalisation 8.0
  • The product or service 8.0
  • They’re consistent 7.5
  • The way it makes me feel 6.3
  • The way they treat me 5.1
  • They’re reliable 4.4
  • They do what they promise 4.2
  • They’re quick 2.6
  • The technical knowledge of their people 2.3

We will look in more detail at what we mean by each of these in a moment but to view at any one in isolation would risk limiting what is being achieved by these organisations. This diagram shows how interdependent each area is in aligning with the corporate attitude and ultimately organisational goals and the very purpose for why the business exists:

characteristics of #1 cx brands


So what do the most favourite companies do, exactly?

Focusing on these attributes is what moves companies from fighting a rear-guard action to fix issues of their own making to creating a compelling a sustainable brand for the future. It also means that customers are increasingly exposed to better experiences as they go about their daily lives and that’s important because it keeps nudging the bar of expectations higher. This is why the brands that do these things are ones that people consider to be the very best at delivering consistently good Customer Experiences. Digging deeper into each of the 13 areas we can build a picture of how the companies who get it right control the way they do business.

1. Corporate attitude

It’s another way to describe organisational culture and it underpins everything that happens to or with a customer. More specifically, in the words of those who responded to the research, companies who have the right attitude:

  • put people before profits and non-human automation
  • know they’ll make more money in the long-run with this approach
  • test all experiences thoroughly (to eliminate unintended consequences)
  • listen and demonstrate they understand their customer
  • pay serious attention to detail
  • empower their staff to makes decisions and act straightaway
  • stay true to their values, admit when things go wrong and fix them
  • ensure their staff are fully trained and informed
  • recruit for attitude and alignment to brand values

They also said: “…they treat each customer as we would a guest in our home” and “…they balance customer obsession, operational excellence and financial rigor”.  Almost every other category is a sub-category of this one; it shows how important the right culture is.

2. They’re easy to do business with

It’s obvious to say a company should be easy to do business with and yet that’s not always the case. What respondents meant by “easy” included:

  • there are no barriers in the way for doing what a customer needs to
  • it’s simple to get information, purchase and use the product
  • needs are anticipated and catered for
  • customers don’t need to repeat information
  • they can switch from one channel to another with no impact on progress
  • products can be returned or fixed with minimum effort on the part of the customer
  • they are available when and where customers want; they can be reached without waiting and won’t limit the hours of their support functions to office hours if customers are still using their products and services all day every day
  • they are proactive in taking responsibility, eg finding products at other stores and having them delivered
  • customers have no objection to self-service because it has been well thought through
  • information is presented in a timely, clear and relevant way

3.  Helpful and understanding when I’ve got a question

Being easy to deal with is critical when a customer needs help or simply has a question. On the assumption that good companies do respond (a recent Eptica survey found more than 50% of online inquiries go unanswered), helpful companies are ones who:

  • listen to understand before acting
  • give a customer the feeling that they are trusted and respected
  • will provide an answer and additional, relevant help
  • provide certainty and manage expectations about what will happen next and at each stage
  • empower employees to make decisions
  • resolve issues first time and quickly
  • have employees who are happy to give their names and direct contact numbers
  • preempt problems and solve them before customers are aware
  • fix customers’ mistakes without blame or making them feel awkward
  • follow-up afterwards to check everything was sorted and is still as it should be
  • are not afraid to apologise when they get it wrong

4.  Attitude of the people

Individual employees who are interacting with customers become a proxy for the brand. If they demonstrate the wrong behaviours the damage can be hugely expensive but getting them right does not cost a huge amount of money. Most often a function of the corporate attitude, the most appreciated characteristics are:

  • being courteous and friendly
  • a positive, “I’ll sort it” attitude
  • they are good at listening
  • it’s obvious they care about, and are proud of, the product/service
  • they are professional and not pushy
  • they are helpful and proactive
  • they are genuine and humble
  • they smile
  • hey are engaging and interested in the customer
  • they have personality, not a corporate script
  • they are patient
  • they show respect for their fellow colleagues

5. Personalisation

We are all individuals and like to be treated as such. Having “big data” was seen as the answer but as these companies demonstrate, it’s not only more important to have the right data and do the right things with it, but it’s also linked again to corporate attitude. Those who get the personalisation right:

  • understand, anticipate and are proactive
  • keep customers informed with relevant information
  • shows they listen and act, not just collect feedback
  • create a relaxed environment because a customer’s needs fits neatly into what they are offering
  • create a feeling of respect, that they care and have “taken the time to know me, to make things easier for me”
  • make it feel like dealing with a person where there’s a connection, not just a transaction
  • allow their customers to control the degree of personalisation in terms of frequency and content
  • remain flexible and adaptive to the circumstances, not scripted

6. The product or service itself

Making it easy, personal and rewarding will be wasted effort if the core product or service doesn’t live up to expectation. At the end of the day, your business has to have something of value to the customer to sell! When it comes to products and services, the #1 Customer Experience brands are those who:

  • the right mix of choice, relevance, quality and innovation
  • well designed, so it is easy to get it to do what it’s supposed to
  • quality is complemented by relevant innovation, not technical innovation for the sake of it
  • obsessive about the detail
  • paying as much attention to secondary products, such as food on airlines
  • good at turning necessary evils into compelling attributes – Air New Zealand’s legendary on-board safety briefings, for example
  • adept at keeping up with, ahead of and shaping basic expectations

7. Consistency

As customers we like certainty and predictability. It means that the decisions we make carry less risk because we can confidently trust the outcomes. It also demonstrates stability of, and a shared understanding of, strategy. For our respondents, consistency is about experiences that:

  • look and feel the same
  • can continue easily wherever, whenever and however
  • match or build on the positive expectations created last time
  • have continuity in not only what happens but how it happens; tone of voice, quality, different locations, store or franchise, people and processes, performance
  • provide the same reliable answers to the same questions
  • integrate with other services

8. The way it makes me feel

Emotions are a function of how good the other two cornerstones of Customer Experience – function and accessibility – are. How they were made to feel, whether intentional or not, is what people remember. Being the personal consequence of most if not all the issues covered here, it is what drives our behaviour about whether or not we will do the same next time and tell others to do the same. If people think they are part of something special, connected to a company that lives by like-minded values, they will FEEL special. And as human beings, we appreciate that. Survey espondents cited a number of great examples:

  • “get on an Air New Zealand flight anywhere in the world it already feels like you’re home”
  • “the packaging increases the anticipation when opening a new product” (Apple)
  • “interactions with employees don’t feel like processes out of an operating manual”
  • “there is (the perception of) a genuine relationship; it’s not just about them selling every time they are in touch”
  • “they make me feel as if I’m their only customer” (Land Rover)

9. The way they treat me

At the root of how we feel and therefore behave is often down to how we are treated. Good and great companies have experiences that:

  • demonstrate respect
  • show an empathy with customer needs
  • don’t do things like asking a customer to repeat information if handed from one colleague to another
  • keep customers posted on feedback they’ve given
  • recognise their customers both by staff individually in-store and organisationally
  • have a consistency of treatment even when not spending money in-store
  • create relevant retail environments so that customers feel they are treated as if they are somewhere special
  • develop meaningful loyalty programmes that acknowledge past purchases and reward future ones
  • are not patronising in tone

10. They’re reliable

Not surprisingly, reliability is cited as a key attribute. Although we simply expect things to work as they did last time or as it was promised, we probably won’t get too excited if that is the case. However, the consequences of it not happening will result in additional time, effort, inconvenience and sometimes cost to the customer; not what a brand would want to be blamed for. There are some markets where the mere hint of a lack of reliability in its truest sense has serious consequences for a brand. More generally, reliable customer experiences are ones that

  • give confidence and a level of trust that what we ask for when we buy is what we get; there are no nasty surprises
  • understand that they are key to repeat purchases and advocacy. No-one will put their own reputation on the line to recommended any brand product or service that is unreliable

11. They do what they promise

Again, this is a character trait we appreciate in friends, family and colleagues and it’s no different when dealing with a business. It can be seen as a subset of “the way they treat me” but it is also critical at a strategic level too; the brand is what people say it does and so that has to be consistent with what it’s promising, just as its employees need to keep their own promises to customers too. There’s a real financial benefit here too where unnecessary and costly rework can be avoided. How many enquiries coming into the business are because “You said you’d get someone to call back”, “You said you’d send me a copy of that statement” or “Where’s my fridge, I’ve had to take the whole day off work and there’s still no sign of it”. Customer experiences that do what they promise:

  • live up to the expectations they set
  • have employees that do what they say they will do
  • do it all consistently
  • fix it quick if they fail
  • are good at managing expectations

12. Quick

As customers, time (alongside money) is a commodity we trade with. A company who appreciates the finite and precious nature of it will create a distinct advantage. In today’s everything-everywhere-now life it’s not surprising that speed is an issue. Expectations are rising all the time where customers interacting with other brands see what can be done. Quick customer experiences are ones that:

  • move at the right speed for customers
  • show respect by having have good reaction times once a customer has initiated part one of a two-way activity
  • manage expectations, so if it’s not “quick” as defined by customers there are also, no disappointing surprises
  • are not just focused on speed of delivery but are quick to answer the phone, flexibility to find ways around rules and respond to questions

13. People knowledge

Having people who are technically competent with their product knowledge is another character of top brands. Companies that possess employees like this have an invaluable asset who are:

  • able to translate the concerns and questions
  • able to articulate complex issues in simple language
  • are not patronising
  • are proud that their knowledge can help someone else

So what?

There is no shortage of good and great experiences to learn from and they bring favourable commercial results to the companies that do have them. They don’t have to be high-tech out-of-this-world experiences; simply knowing what the basic expectations are should not be that hard and delivering them well time after time should just be the norm. This independent research also shows that it’s a combination of characteristics that matter, not one in isolation. That said, experiences, customers and balance sheets are always given an essential boost where having the ‘right attitude’ is the common thread running right through the organisation.


 Thank You!

A huge thank you to all those who participated in this research – without you giving up your valuable time and insight, I would not be able to share such valuable output.

An even bigger thank you to my friend and colleague, Jerry Angrave. Not only has Jerry co-authored this post, he also conducted the detailed analysis of the research results. A brilliant CX mind, he is also one of the most genuine Customer Experience practitioners I have ever met. You can read more of Jerry’s work at empathyce.com – I strongly encourage you to do so!

Guest post – Do not judge a contact centre by its accent!


accents

I remember reading a customer complaint letter whilst I was working with a large UK retailer. The complaints that were listed were all valid and well articulated, yet it was the final comment that sticks in my mind. It was along the lines of, “and when are you going to close down your Indian call centres and bring them back to the UK?”. At that time all of the call centres were based onshore in the UK, and not a single call was answered by anyone other than a UK employee. The call centres were based all over the UK, and had a fair reflection of the local demographic population based at each of its centres.

Now was the comment in the letter a reflection of the customer’s frustration at thinking they were talking to an Indian call centre agent, or the fact that they were struggling with the communication due to the accent? The UK has some pretty extreme accents – think of Glasgow, Liverpool, Newcastle – they all have very strong accents, that to the untrained ear is very difficult to understand. If you cannot understand the person you are trying to communicate with, then of course the customer experience is going to suffer.

Currently I have the privilege of building a 500 seat call centre operation in Durban, South Africa. Our clients are in the UK and Australia, and we specialise in the energy, telco and financial services industries. Our call centre operators differ little to their colleagues in the countries that they serve: similar age groups, similar interests, yet there is one huge difference. The products and services that they are “experts” in servicing are often completely alien to them. Broadband?…they have yet to get ADSL. PPI?….no idea what you mean, have never had credit, let alone insurance to cover it should I lose my job or get sick. … Boiler replacement? Why would you have a boiler in your house?….You get my drift…..South Africa is in some ways behind in terms of technology and advancements you find common in the first world.

Yet with good training and support, there is no reason why these operators cannot become experts, and are able to advise and recommend the best products and services based on the customers needs. Understanding what the customer needs is done with good questioning, listening, play back (summarising what you have heard), and then agreeing on the way forward – not by ramming home the current product that there is an incentive to sell more of for that week.

Yet all of this excellent product, knowledge and skills training is going to be irrelevant if the customer cannot understand what the operator is saying. In South Africa there are currently 25 million unemployed people between the ages of 18-35, they are well educated and have a desire to work, there are just very few opportunities for them to get a job. The BPO (Business Process Outsourcing) industry is one of the growing industries in the South African economy today where there is a clear recognition that to supply the growth the industry needs, there has to be an investment in skills.

We partner with an NPO called Harambee, which is a youth employment accelerator that recruits candidates where existing corporate recruitment networks do not reach, assesses their competencies to match them to the jobs where they are most likely to succeed, and exposes them to a high quality, tailored and cost-effective bridging programme that directly addresses the needs identified by employers.

Harambee offers us a customised work readiness programme to bridge unemployed South Africans into successful agents for our business. This offers an opportunity to break the vicious circle of “can’t get a job because I have no work experience, can’t get any work experience if no one will give me a job”. The work readiness programme focuses on both the resilience and the skills needed to succeed in sales. There is a heavy emphasis on voice and communication to improve clarity and proficiency that allows the agent to be understood by the customer, and to build rapport and empathy. Those that go through the Harambee programme have got an excellent chance of getting a job in both national and international call centres, as they now have the ability to communicate effectively.

The attractiveness to Offshoring BPO is to reduce opex….however there is no point in reducing your opex by 10% if you are churning your customer base by 15%, that is not sustainable. In my opinion there needs to be a better management of expectation between client and BPO…..yes I can offer 100 seats to support a new marketing campaign….but not next week Tuesday…..we need to work on realistic speed to competency plans, with glide paths that are achievable.

Now was the comment in the letter a reflection of the customers frustration at thinking they were talking to an Indian call centre, or the fact that they were struggling with the communication due to the accent? The UK has some pretty extreme accents, Glasgow, Liverpool, Newcastle, to name but a few can all have very strong accents, that to the untrained ear  is very difficult to understand. If you cannot understand the person you are trying to communicate with, then of course the customer experience is going to suffer.

Currently I have the privilege of building a 500 seat call centre operation in Durban, RSA. Our clients are in UK and Australia, and we specialise in the energy, telco and financial services industries. The call centre operators differ little to their colleagues in the countries that they serve, similar age groups, similar interests etc, yet there is one huge difference. The products and services that they are “experts” in are completely alien to them. Broadband?…they have yet to get ADSL. PPI?….no idea what you mean, have never had credit, let alone an insurance to cover it should I lose my job or get sick. ..Boiler replacement,? why would you have a boiler in your house?….you get my drift…..South Africa is still a third world country and some way behind in terms of technology and 1st world advancements.

Yet with good training and support, there is no reason why these operators cannot become experts, and are able to advise and recommend the best products and services based on the customers needs. Understanding the customers needs is done with good questioning, listening, summarising what you have heard, and agreeing on the way forward….not by ramming home the current product that there is an incentive to sell more of for that week.

Yet all of this excellent product, knowledge and skills training is going to be irrelevant if the customer cannot understand what the operator is saying. In SA there are currently 25 million unemployed people between the ages of 18-35, they are well educated and have a desire to work, there are just very few opportunities for them to get a job. The BPO (Business Process Outsourcing) Industry is one of the growing industries in the SA economy today, and there is a clear recognition, that to supply the growth in the industry there has to be an investment into skills.

We partner with an NPO called Harambee, who offer a 10 week work readiness programme to the unemployed youth of SA. This offers an opportunity to get off of the viscous circle of;  “can’t get a job as have no work experience, can’t get any work experience if no one will give me a job”. The 10 weeks cover a multitude of skills that prepare for the workplace, and one of the most critical is the accent neutralisation. Those that graduate from the programme have got an excellent chance of getting a job in both national and international call centres, as they now have the ability to communicate effectively.

The attractiveness to Offshoring BPO is to reduce opex….however there is no point in reducing your open by 10%  if you are churning your customer base by 15%, that is not sustainable. In my opinion there needs to be a better management of expectation between client and BPO…..yes I can offer 100 seats to support a new marketing campaign….but not next week Tuesday…..we need to work on realistic speed to competency plans, with glide paths that are achievable.


ross telfer

Ross Telfer is the Managing Director of a large BPO based in Durban, South Africa. The operation specialises in Telesales campaigns to the UK and Australia in the Telecoms, Energy and Financial Services sectors.

Ross has held senior roles over the past 20 years in Shop Direct Group, Talk Talk, Yellow Pages and Vodafone and has vast experience of working with Outsource Partners. The challenge and opportunity to build a business from scratch in one of the fastest growing geographies for the BPO industry globally, has been hugely rewarding. South Africa is a great news story at the moment, and Ross is very proud to be a part of it.

Coracall is a full service Contact Centre global operation with facilities across the United Kingdom and South Africa.We’re owned and managed by professionals who possess many years of experience in delivering intelligent customer contact solutions and strong client relationships. As a privately owned company, we offer cost effective and flexible service options, which can be swiftly implemented by our management team to meet your business needs and objectives.

We are passionate about our business and we channel that into generating more sales for our clients retaining customers longer, developing the customer relationship, and increasing your customer’s lifetime value. Coracall operates 24 hours a day, 7 days a week; providing flexible solutions for your customers and clients, always keeping you connected in a 24/7 world.

coracall

 

Shopper Centricity: re-designing the high street store customer experience


Shooper centricity

This is not the first time I have written about bricks and mortar retail stores. The British high street has been under significant pressure for many years now – I have documented its demise since I started writing three years ago – you can read my opinions in the following posts:

There are many factors that are contributing to the steady increase in the closure of bricks and mortar stores every year. Only yesterday (16th March 2015) the BBC reported that ‘Shops desert High Street at faster rate in 2014’ – almost three times the number of stores closed down in 2014 compared to 2013. The demise of the high street is showing no sign of abating. The BBC article which reported the findings of research commissioned by PwC included the following quote from Mark Hudson, retail lead at PwC:

“Customers are embracing new mobile technologies, traditional retail channels to market are being wiped out and new channels are being created, often in the online rather than the ‘real’ world,”

It is difficult to disagree – it is also difficult to deny that this has been the case for many years now – in fact the online revolution has been in full swing since the mid noughties! That being the case, why is it that the experience that consumers have on the high street still ‘feels’ exactly the same as it did in the mid eighties?!!!

In 2015, shopping in a bricks and mortar store is like walking back in to a bygone age. Despite the introduction of a vast array of new technology, it is remarkably rare to see any of the technology we use in our daily lives even being present in the high street store. There are exceptions of course – the Apple store was among the first to change the concept of a physical high street experience – well-informed and knowledgeable staff seamlessly integrating with beautiful technology, using their own products to conduct purchases. I am not personally a user of Apple products, but have always been a fan of the Apple store concept.

The experience of shopping in the high street is often not one that consumers relish in the modern world. From cramped and confusing store layouts, to unhelpful, uninformed staff, to a lack of integration with online offerings. I find shopping in certain stores a real chore – even though I sometimes feel that the brands responsible for the store play a vital role in our high street. It is the nature of the store environment makes for a not very enjoyable shopping experience. Just think of the brands on our high streets who appear to offer a completely different layout in every store. It is like an episode of the Krypton Factor (for these of you who can remember) trying to find the things you need. Surely the experience could be better?

What about the stores that you know even before you have arrived that you are going to have to find a member of staff to show you where the things you need are located. It is annoying, time-consuming and not very enjoyable. It is no wonder that we prefer to sit at home and conduct our shopping in front of a plethora of different size digital screens.

In my opinion, the reason why the ‘bricks and mortar’ shopping experience feels like it has for decades is that the experience we still have as consumers is one that was conceived and designed decades ago – very few retailers have considered how they need to REDESIGN the shopping experience to meet the needs of the shopper in 2015. Even fewer (if any at all) have thought about the changing needs of the consumer in the future. Ultimately, the shopping experience today is NOT ‘shopper centric’ – for the high street to find its purpose again, I urge retailers to consider the need to drive ‘shopper centricity’.

So what do I mean by ‘shopper centricity’? I do not think it is rocket science to consider how to redesign the shopping experience to better fit in to the life of the modern consumer. Being shopper centric means that your store puts the shopper at the ‘heart’ of everything it does. It means that your store is designed to be functional – it allows the shopper to do what she needs to do. It needs to be designed to be as accessible as possible – it enables her to do what she wants in a store as easily as possible. It needs to be designed to leave her feeling as though she has actually had an experience – one that she will remember…… and for the right reasons. To achieve all of these things, retailers need to recognise that technology and channels can/should/must start to integrate seamlessly so the consumer is able to achieve everything they want.

facebook hangers

A retailer in Brazil a few years ago introduced clothes hangers linked to Facebook. The hangers display the number of likes related to the product that adorns it. What a brilliant idea – an idea that I am yet to see in the UK. It is a simple yet powerful example of linking technology and channels together. Walking into a bricks and mortar store CAN feel like the online experience (and vice versa).

In 2013 I delivered a presentation on customer experience to a telecoms business, Pennine Telecom and some of its clients. One of the companies at the presentation was Motorola Technologies. They were developing some amazing things that could transform the experience for companies and customers across a number of industries. They showed me their ‘electronic badge’ technology – see the image below. This replaces current plastic badges that you ‘swipe’ to get in and out of buildings, and that show your name, picture etc.. The badges enable businesses to know where their employees are at any time, delivering real-time tasks. They are looking at getting them into hospitals (replacing pagers), and retailers. Think how the experience could be improved if an employee had an electronic badge to advise you where a product was in the store. Even better – what if the store was enabled with touchscreens that consumers could use themselves to find an item….. or to order it online if not available?

motorola

This technology already exists…..yet it is still not present in the experience we have in most bricks and mortar stores. Then we come to mobile. The technology that the majority of consumers use as almost an extension of their physical form! We eat, sleep, run, play, work and SHOP with the things – yet they are still largely not integrated into the physical shopping experience. Mobile technology is a huge opportunity for retailers to radically redesign the shopping experience. The question is who will e the first to do it effectively?

I envisage a world where mobile technology helps the consumer to CHOOSE how they want to shop – rather than the retailer defining how the MUST shop. Imagine this scenario:

  • I need to buy an item of clothing for a party tonight – I need it quickly
  • My mobile tells me where I can find the item (in stock)
  • My mobile tells me independent customer reviews of the item
  • My mobile tells me my transport options to get there and where to park (free and paid)
  • My mobile informs me of payment options
  • On entering the store, my mobile and he store ‘connect’ with each other
  • My mobile tells me where the item is in the store
  • My mobile suggests other items that could complement my purchase
  • I leave the store and my mobile automatically pays for the items in my possession
  • Depending on the time of day, my mobile tells me where I can grab a bite to eat close to store

Madness? Feasible? An experience that would leave you feeling positive – emotionally? Whether this type of scenario is for you or not, we must recognise that the days of the existing high street store experience are numbered. Until or unless retailers recognise that they must redesign the experience to make better use of the technology that their customers are already using, the media will continue to report ever-increasing numbers of shop closures. We must put the shopper back at the heart of the shopping experience again – and design an experience that genuinely is Shopper Centric!

Two steps forwards, five steps back: No-one said transforming the Customer Experience is easy!


bang head here

Every job has its ups and downs. Whether you are a teacher, a doctor, an accountant, a sales rep, an IT consultant or an artist, some days will be better than others. I could continue to name more professions, but the principle would be the same – as sure as night follows day, good will follow not so good and vice versa. Throughout our lives we will face challenges – from the moment we come into the world, to the moment we depart it – how we deal with those challenges in our personal and professional lives is what defines us as people on this planet.

The profession that is Customer Experience is no different. It is not exclusively challenging – or indeed more or less challenging than any other profession. It is a tough job that requires as much mental strength and fortitude as it does skill and technical knowledge. Like other professions, the job itself deals with a principle that to many is just plain good sense. Many feel that the concepts that encompass the world of Customer Experience are indeed obvious. However, the reality with most things that are obvious to some is that they are not always obvious to others.

In my career as a practitioner of Customer Experience, I have faced an unmentionable number of the ups and downs that we all experience. I have sometimes been heard muttering ‘everyone get out of the building – there is no hope!!’ On other occasions, I have been so elated at the progress being made, that I have had to pinch myself to check that I am not dreaming. Influencing the transformation of Customer Experience in any organisation is a remarkably rewarding role – but no-one ever said it would be easy!

The reason for writing this blog post is to reassure all Customer Experience Professionals (CXPs) who sometimes question the direction that their efforts are taking them. In defining the experience that customers have with organisations, I encourage companies to consider how it FEELS to be a customer – both in the present day and how the company would like them to feel in the future. I would like to take the same principle and explore how it FEELS to be a CXP by delving in to the emotions that they WILL inevitably experience in their daily role. The emotions can be described in the following diagram:

Emotions of a CXP

I have experienced all of these emotions over the last few years, let me further describe each one in turn:

THE WALL – the emotion I describe as akin to ‘pushing water uphill’, this is an emotion that is difficult to prepare for, irrespective of how often/hard peers or teachers try. If you have ever tried to get the support of a senior leader, or a board of directors, or even your boss and struggled to get their buy in/support; or if you have been talking about customer feedback in a room of people spending more time looking at their smartphones than paying attention to the invaluable insight being shared; or if you have ever been given feedback about a meeting that completely contradicts what you experienced – you will know how this feels. ‘The Wall’ emotion is one that is impossible to avoid – especially if your primary role is to influence change or transformation of the Customer Experience.

I recently observed a session between a brilliant CXP who has enabled remarkable progress in their organisation and a group of very senior executives. With mixed body language and interaction throughout the session, the result was (in my opinion) a very positive one. The feedback received from this CXPs ultimate boss was completely contradictory – the CXP felt the full force of ‘The Wall!’ The instant response was one of hopelessness. ‘Is this really all worth it?’ ‘Show me a wall and I will bang my head against it!’ Fortunately, the wall is only one of three emotions – as often as you experience ‘the wall’, you will also experience ‘the high’:

THE HIGH – as a mid-life crisis runner (jogger), the obvious analogy to this emotion is completing a physical challenge. I will never forget how I felt when I crossed the finish line at the end of my first marathon. The raw emotion that accompanied my huge sense of achievement will live with me for a very long time. I have many memories of significant milestones in my Customer Experience career that feel just the same. Seeing the lights in people’s eyes alight as they are hit with the ‘light bulb moment’ is a joy to behold. Last year I delivered a workshop with a fellow CXP – we had to give each other a man hug at the end of the workshop as an expression of our enormous sense of achievement in helping a group of people ‘see the light’.

The CXP I referred to in my description of ‘The Wall’ has since experienced a number of ‘high’ moments. In observing the adoption and delivery of CX behaviours that are required to deliver transformation, as well as receiving very positive feedback about the meeting with senior executives, this individual has bounced between both ends of the emotional spectrum. Experiencing a mix of ‘walls’ and ‘highs’ is completely ‘normal’.

THE USUAL – the third emotion is the one that we experience most often – although we are less conscious of it than the other two more extreme emotions. The overwhelming amount of effort exerted by CXPs is required to develop and maintain momentum for the tactical and/or strategic approach being taken in transforming the Customer Experience. This is the daily toil – communicating with teams; building and implementing measurement systems;  defining CX strategy – the list goes on. Most of the time this work allows the CXP to make progress in the right direction – that is ‘the usual’.

The reality to all of this is that there is a point where all three of these emotions meet. The reality is that ALL CXPs will experience ALL three of these emotions. The reality is that this is completely NORMAL! No approach to CX will work perfectly – no CXP will only ever experience ‘highs or walls’ – likewise it is unlikely that things will trundle along with ‘the usual’. Experiencing ‘the wall’ may not be pleasant but it is NORMAL. Transformation is tough – you sometimes need to experience resistance to propel your approach to CX further forward. Experiencing ‘the high’ is a wonderful feeling, but it will not last long – you can never rest on the laurels of this emotion.

Transforming the Customer Experience is not easy. Being conscious of the emotions that you will feel is a good thing – you will often feel as though you are taking two steps forward and five steps back. Sometimes you will feel as though you are taking 5 steps forward and 2 steps back – this is NORMAL. The most important thing as a CX professional is to listen and learn with every emotional experience you have. CXPs, like the organisations they serve can never stand still – it is our ability to continually adapt and evolve that will help the organisations we serve to do the same for their customers.

 

The customer is not always right…..BUT be careful how you respond when you think they are not!


47 king street west

It is very likely you have not heard of 47 King Street West – a French restaurant based in Manchester in the UK. Although you may not have heard of it, it is possible that the eatery will become infamous as an example of how NOT to respond to customer feedback. When an organisation considers its strategic approach to Customer Experience, it is important it accepts that ‘perfection’ is not realistic. All businesses will get things wrong – it is inevitable. Customers are now free and able to tell the world when they feel you have got it wrong. It is how you deal with things when they do go wrong that can often be the difference between the best exponents of customer centric behaviour….. and the worst!

So let me fill you in on the 47 King Street Story. In 2013, the restaurant was awarded a Certificate of Excellence by TripAdvisor. At the time of writing this blog post, it still has a ‘four star’ rating on the TripAdvisor site…… whether or not it will still have this rating by the time I finish writing this post is a different matter!! To all intense and purposes, 47 King Street appears to be a restaurant that could quite comfortably feature on your list of places to eat in the North West of England.

However, closer inspection of TripAdvisor reveals that all might not be as well as it seems. You only have to scroll down to the review posted on the 28th February 2015 – it does not make good reading (for the restaurant that is):

47 king street west1.jpg

If you were the owner of this establishment, you would quite rightly be horrified to read this brutally honest feedback from a customer – a customer who had no doubt spent a significant sum of money in your restaurant. You would also appreciate that it in 2015, any customer has the ability to share their experience with millions of others at the click of a mouse.

Anyone reading this review has a choice – a choice to believe everything contained within it, or to look at the balance of all reviews and form a rounded opinion of the restaurant. One would expect that when a negative review of this nature has been posted online that the company concerned would leave a suitable response to clarify the situation – whether the customer was right or wrong. At the end of the day, the internet is now as much of your shop window as your physical premises are.

In the case of 47 King Street West, the manager of the restaurant DID respond to this review……just not in the way you may expect. Although his comments have been removed from their social media streams, here is his unedited response posted on Facebook:

47 king street west2.jpg

Describing customers as ‘the chaviest worst most vile people ever to grace our restaurant’ is perhaps not the best response to their feedback. To dish out a tirade of abuse dismissing those customers as ‘trash’ is almost unbelievable. To  do it so publicly is remarkably naive. The problem with the way that 47 King Street responded is that other potential customers are now likely to base their opinion of the restaurant on his behaviour – even if his customers were wrong, you just cannot do what Mike Hymanson, the owner of 47 King Street has done.

The visibility of this story is only just picking up pace – how viral it will become is yet to be seen. Mr Hymanson has now described the incident as regrettable (not surprising really!) – it is not clear whether he has directly apologised to the poor customer concerned. You can read more about the incident here.

Learning how to deal with customers who you perceive to be wrong is vitally important in maintaining the credibility of your brand and the experience it is intending to deliver. In the same way that you do not want to do something to affect your personal credibility in the future, it is just as important to not ‘retaliate’ in a way that makes the situation worse.

Only yesterday, on an Easyjet flight from Athens to London Gatwick, I witnessed what I saw as completely unacceptable behaviour from a customer. There is no doubt in my mind that I was observing a scenario where the customer was undeniably wrong. The customer was not particularly pleasant from the moment she got on the plane. Carrying her baby daughter, she seemed to expect that the seat next to her should be vacant. The bemused passenger sat in the seat kept her cool remarkably well. The excellent cabin crew managed the situation brilliantly and were able to move the bemused passenger to another seat.

Sensing all was well, I sat back and prepared myself for a restful flight. Shortly after take off, with the fasten seat belt sign still lit, the ‘unpleasant’ passenger unbuckled her belt and vacated her seat to get something from the overhead luggage rack. A member of the cabin crew walked down the aisle and asked her very politely to remain seated until the ‘fasten seat belt sign’ was switched off. A perfectly reasonable request I am sure you will agree. The passenger responded with a torrent of very strong words including – ‘leave me alone’; ‘I am pregnant and you are going to make me miscarry’; ‘why do you treat passengers like this?’

It was really quite unbelievable. The cabin crew members response was in my view the perfect example of how to respond. She replied in a steady, polite, and confident manner – ‘I understand madam’. ‘Please take your seat as quickly as you feel comfortable’. Although quite clearly shaken, the Easyjet employee did exactly the right thing. She did not retaliate. She did not quote policy or procedure that would most likely rile the passenger even more. She quietly left the customer to it.

Now imagine what COULD have happened if she had responded in a different way? What COULD have happened if she demanded that the passenger be seated (as I am sure she had every right to do)? It is perfectly feasible that this lady could have resorted to social media to say how a pregnant lady travelling with a baby was mistreated by Easyjet cabin crew.  It COULD have gone viral, and got in front of the eyes of journalists. Instead, a potentially damaging situation will never be heard of again. In fact the actions of this excellent ambassador for Easyjet almost certainly won her the admiration of other passengers on the plane, thus enhancing the reputation of her company.

Customers will not always be right. Customers who are not right are able to share their thoughts with the world. As the owner of a business, whether you think they are right or they are wrong, it is absolutely critical that you deal with their feedback in a way that does not detrimentally and potentially fatally damage your business. The end to end journey for many consumers now starts with the assessment of feedback found online – the last thing you want is for them to see the public face of your organisation publicly abusing customers who leave what appears to be honest feedback.

The phrase ‘feedback is a gift’ is often an overused term. I personally believe it is and always will be the perfect phrase for describing feedback. Like all gifts, handle it with care!