What can a High St optician, an old Disney cartoon and the Duke of Edinburgh teach us about creating the kind of remarkable customer experience that leads to stand-out results? Read More
Insights and resources
The Client and Customer Experience Collection
by Andrew Bass | Blog, Client and Customer Experience, Executive Effectiveness, Getting good information
When you ring ‘customer service’ at my home internet/TV/phone provider, you have to navigate the usual menu system. Okay – I’m used to that, and some people – like Direct Line, and Companies House, have fast and easy systems that Read More
by Andrew Bass | Client and Customer Experience
Stupid call centres… or is it stupid call centre managers? Or is it the efficiency-tail wagging the effectiveness-dog again? I just overhead my friend’s niece calling a bus company about their timetable between Leighton Buzzard and Aylesbury. The website was ambiguous, so she called the Read More
by Andrew Bass | Aligning Behaviour with Strategy, Blog, Client and Customer Experience
I put down my shopping basket at the supermarket, and the assistant said, looking at the bottle of Sauvignon Blanc: “I need to see some ID.” This hasn’t happened in a while; I’m neither Dorian Gray nor Benjamin Button. I Read More
by Andrew Bass | Aligning Behaviour with Strategy, Blog, Client and Customer Experience, Leadership, Process Visuals and Tools
In my February 2009 Newsletter, I wrote about how Moments of Truth shape your business. These often brief interactions disproportionately influence how clients and customers experience your business. (The phrase was the title of a great book by Jan Carlzon, former CEO Read More