CX magic in an unexpected place: How Standard Bank stole my heart

Customer journey design matters Recently I wrote about a nightmarish experience with Nedbank — a far cry from the magical “customer journey” industry specialists like myself champion. Quick summary: my business account was simply frozen with a day’s notice before the Easter weekend, due to (plainly not well thought-out) FICA enforcement measures. After the initial shock and […]

An Experience To Remember: But What Do They Remember?

Qualitative, unstructured feedback reveals the full impact of the customer’s experience and how it will influence her future decision-making, loyalty and advocacy. Yet companies often view a contentious incident very differently, which leads us to that infamous question: is the customer always right? Is The Customer Always Right? Ian Golding recently delved insightfully into this dilemma in […]

Hate calling call centres?

Recently I had yet another experience with a call centre which had my blood pressure rise to dangerous levels. In South Africa, there is no longer an option for a customer to talk to a bank, other than through a call centre. Well, maybe if you have a private banker, who is actually accessible to […]

Real value of customer recommendation

Over the last few years, tracking recommendation as part of customer satisfaction or CEX measures has been widely used across many industries. Since the introduction of the Net Promoter Score (NPS) by Fred Reichheld in his 2003 Harvard Business Review article “One Number You Need to Grow”, NPS has been an important metric for companies […]

4 ingredients to designing great customer experience

South African consumers are generally exposed to very low levels of service on a daily basis. No matter where you wish to spend your money – at restaurants, hotels, shops, etc. you are likely to experience lack of care and indifference from staff, presumably there to serve you. However, South Africans tend to respond with […]

Do the right thing in an extraordinary way

When last were you airlifted away from a car breakdown site, with no injuries? Well, I for one, never! This is a story about customer experience that grabbed my attention. Even for me as a customer experience professional, my initial reaction was one of disbelief! This cannot be true.. Well, you be the judge of […]

Breaking up is hard to do, but does not have to end in tears

Losing business.. how to ensure customers never forget you Previously I wrote about how to manage service recovery by doing the right thing in an extraordinary way. But two recent experiences, made me think about how brands manage customers who opt to terminate the relationship. You don’t love me anymore, but let me help you […]