My Customer Lens

Idea in brief Is customer service the same thing as customer experience? Businesses often use the terms interchangeably, and of course they are related. But there's a crucial difference. Customer service is what you give. Customer experience is what they get. Businesses often use the terms customer service and customer experience interchangeably. But are they the same thing? They are related of course, but my simplistic view is that:...

Is customer service the same as customer experience? Idea in brief Is customer service the same thing as customer experience? Businesses often use the terms interchangeably, and of course they are related. But there's a crucial difference. Customer service is what you give. Customer experience is what they get. Businesses often use the terms customer....

Could your business paper the walls with messages from appreciative customers? If not, perhaps you need to think of yourself as a customer.

Think of yourself as a customer Idea in brief MBNA was only bank I've come across, that could wallpaper the wall outside the CEO's office, with letters of appreciation from their customers - some even asked for marketing materials to give to their friends! Now that's a NPS Promoter...! How did they do it? By building a business en...

Customer centricity is judged by what clients say about you when you're not in the room

Customer centricity is judged by what clients say about you Idea in brief Your firm's brand is what clients and the wider market say about your firm when you're not in the room. Therefore customer-centricity is not judged by how customer-centric your firm feels, but how you make your clients feel. What is customer-centricity, and is it still relevant

Idea in brief We have launched the 2023 edition of our future of client listening research. The results show professional services firms are expanding the scale and impact of their client listening programmes, but fundamental challenges remain. "Listening to clients is key to winning in consumer legal services. Client needs are changing and changing faster than ever....

Future of Client Listening Research 2023 Idea in brief We have launched the 2023 edition of our future of client listening research. The results show professional services firms are expanding the scale and impact of their client listening programmes, but fundamental challenges remain. "Listening to clients is key to winning in consumer leg...