The 99:1 Rule – No Politics, Just Good Customer Service

I had an experience today which:
– Was contrary to popular opinion/my expectations;
– Highlighted my Rule of 99:1.

Customer Experience, as I’ve said many times before, is about every interaction between an organisation/business and those it serves/its customers. I first conceived the Rule of 99:1 when I was the newly-appointed, Head of Retail and Admissions at the Tower of London, the most popular heritage attraction in the UK…

Better customer feedback management could boost revenue by £2bn

In a new report, Barclays predicts that if businesses become more responsive to online feedback the hospitality and leisure sector can add £2bn to the UK economy with the impact on the supply chain contributing a further £1.2bn.

Add that to the 2015 report, by workforce charity People 1st, showing that a 1% uplift in productivity could generate £1.4bn of extra revenue, and it is plain that there’s more upside than downside for organisations that focus on Customer Experience.

Do You Know What Your Customer Experience is Costing You?

I visited a museum at the weekend – just scraping in on the last day of a heavily-promoted, blockbuster exhibition.

As I waited at the ticket desk, I noticed that, despite there being a queue, only one team member was selling tickets – and yet there were four team members behind that desk. Two of the other three were having a chat; the other was (there’s no other word for it) slumped in her chair, staring into space.

The exhibition was great – I’d recommend it to you, but it’s over!

Also over is the massive opportunity the museum had to maximise its return on investment…

“The Only Dentist I’ve Ever Looked Forward to Visiting”

As I returned to the reception desk I noticed an open visitors’ book. The comments were overwhelmingly positive – words such as “communication” and “explanation” jumped out, as did the comment of my title: “The only dentist I’ve ever looked forward to visiting.”

Wow!!

Was it a coincidence that my dentist (also the practice head, as it turns out) is focused on the Patient Journey as a continuous experience – from website/telephone to reception to waiting room to treatment room and back to reception – and that this practice is receiving such rave reviews (no doubt leading to plenty of upsells and recommendations)?

The Blues, the Loos, the Zoos, the Booze: It’s the Customer Experience News!

My newsletter this month was updated – literally a “Stop Press” moment – to reflect the incredible story of Leicester City’s achievement in winning the English Premier League. Pretty magnanimous of me, I feel, as a Spurs fan for most of my life!

Leicester’s story, and as importantly, their brand of lightning-fast, counter-attacking football, have captured the nation’s imagination, and in doing so, perfectly reflect the attributes of a POSITIVE Customer Experience…

So, Here’s My Idea for BHS

So what is my idea for BHS?

Well, the clue’s in the name: British Home Stores. Yes, it sounds a bit old-fashioned; however that’s because BHS has done little to shift our perception of a brand stuck in the 1970s, or the 1980s at best.

My starting point is that “British Home Stores” could be a blank canvas for a new conceptBritish Retail in department store retailing – a store that literally offers the best British products for your home. Here I agree with Mary Portas when she offers a vision of a market place, showcasing “young British makers or designers” alongside cool fashion at keen prices.