Dec 28, 2024
Episode Summary:
In this special end-of-year episode, Colin Shaw and Professor Ryan Hamilton reflect on 2024, sharing personal and professional lessons learned throughout the year. The conversation dives into themes of resilience in both life and customer experience, the vital role of community, the need for balance,...
Dec 21, 2024
We are frustrated. Despite years of effort across industries, customer satisfaction has only seen marginal improvement since the 1990s.
By marginal improvement, we mean it went up four points. That’s right, four.
This stagnation suggests a need for deeper cultural and operational changes to prioritize customer...
Dec 14, 2024
Growth is essential for businesses. However, new customers with varying needs, preferences, and identities often accompany growth. Worse, these new customers can annoy or alienate your current customers.
So, how do you grow without making your current business blow?
Today, we explore the central challenge of...
Dec 7, 2024
Deborah has a pickle. She is considering implementing a Loyalty Scheme but isn't sure when and how to do so. She thought we could help.
We can help. The first question, then, is easy. Now. These things work. They don't create real loyalty, but they get people to keep buying from you, giving you more chances to...
Nov 30, 2024
Why do customers tell you everything is fine when you ask them face-to-face but then give you a less-than-optimal rating later in a survey? Is everyone duplicitous, or are customers stricken with experience amnesia as soon as they make it to the car park?
It turns out that it is neither a character flaw nor a medical...