Friday, November 13, 2009

Join me on Posterous

Thanks for reading my Customer Experience Freak blog posts. I've moved my blogging efforts to Posterous, and you can join me there.

You can also follow me on Twitter to find out more about what gets me going in the areas of customer experience, social media and the changing face of business.

Saturday, February 21, 2009

How much is your customer worth?

I've been fortunate to work on a contract onsite for the last couple of months and it's been one of the best things that has happened to me.

I came back to iJump with a renewed reality of what customers mean to me. When you're running your own business it's easy to lose track of what's really important.

Some key lessons I learnt on my assignment
  • Providing excellent customer service is a skill
  • It's a deliberate act
  • It involves visualising what your customer may encounter when they try and purchase from you
  • Design a detailed roadmap of concerns and offer solutions
  • Anticipate delays
  • Look at the entire experience of your brand from a customers external experience from day one
Focus on the small details, it's the small things that can make a difference and set you apart from your competitors. Don't be afraid to go the extra mile.

Great things are not done by impulse, but by a series of small things brought together. ..
Vincent Van Gogh

Thanks to zizzybaaloolah for the photo

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