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Author: David Jackson
Founder and CEO of Clicktools. Clicktools provides companies large and small with on demand software to collect information and feedback from customers across the customer journey and ingrate it with CRM. David has been involved with the world of customer focused organisations since 1988.
Passionate about customer experience, David is a regular speaker and author on the subject. He combines a sound view of the future with a pragmatic approach to building customer focused organisations.
When not working, David enjoys watercolour painting, a subject where his ambition is way ahead of his ability!!!
As a supplier of software for measuring the customer experience, I take heart from the plethora of commentators that stress the importance of delivering an improved customer experience as consumers tighten their belts.
Their actions, or lack of them, suggest that too many online companies do not believe this. Do you pass the test?
The British Standards Institute (BSI) has just launched a standard addressing customer satisfaction, quoting research it commissioned to support the launch suggesting that the great British public is less than happy with much of the service they receive.
The fiasco that was the first month of Heathrow’s Terminal Five is a salutary lesson for any company introducing a new product or service.
I sympathise greatly with the customers that have been delayed, lost luggage and generally experienced a level of service that few would wish on their biggest enemy but my real sympathies are reserved for another oft overlooked group – the staff.
It's doom and gloom, according to many of the economic commentators, but now is not the time to take your eye off the customer experience ball.
When things get tight, a company needs any edge it can get and retaining the customers it has is one way of minimising the impact of any downturn. Here are a few things to try to hang on to those most valuable of assets – your customers.