Customer Touchstone
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How May I Help You?

There may be dozens of ways I could help you but making  statements like that are  bound to be and should be challenged. In truth, what I could do is only really determined in an open discussion. I’m

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Learn Scrivener Fast – Customer Experience Written Report

I’ve done two version of this report, this is the written/text version. If you prefer you can watch and listen to a video report instead which is available here; Learn Scrivener Fast Video Report. As

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Learn Scrivener Fast – Customer Experience Video

Learn Scrivener Fast is a training course for a software program called Scrivener. Typically this software is designed for people who write/author books. It is also used for other tasks like writing screenplays. The

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Why Customer Experience Principles?

Principle – Reflect the Customers Identity Personal values and beliefs create a self-image. How we see ourselves in our world has a huge impact on our buying decisions. We buy products and services which

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Customers and Customer Experience

Peter Drucker, The Practice of Management said “There is only one valid definition of a business purpose: to create a customer.” I happen to think Mr Drucker was partially correct but would extend

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The Principles of Human Customer Experience

There are a wide range of psychologies involved in the way we experience the world as customers. There are often of course, multiple channels or touch points which will shape our opinions and experiences.

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Customer Experience and Increasing Average Life Time Value

Is it possible to increase the average lifetime value of a customer in such a way that is better for the customer and better for the business? I believe the answer is yes and this isn’t about better

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Customer Service Improvement Ideas

We know that great customer service leads to happy customers who will want to return again.  Hopefully, these customers will also spread the word about the great customer service they received!  Improving

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Ways to build Customer Loyalty

Building customer loyalty is important to your business.  There are various figures quoted, but it is generally held that the cost of finding new customers is 6-7 times greater than retaining existing

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How to meet Customer Expectations

Meeting customer expectations is key to delivering great customer service.  This is not always easy, and we need to ensure we set and manage our customers’ expectations so that we can deliver to

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