Book 2 – how does Best Service Is No Service develop?

It’s an open secret that colleagues Bill Price (US) and David Jaffe (Aus) have been preparing “book 2”. Over the last 6 months Bill has presented some aspects of the work in progress under a working title of “Back to the Customer Future” based on extensive interviews and research in several countries. Last week at […]

Stop Doing Dumb Things Unconference #SDDT3

Seems like yesterday I was at the Planning Forum’s annual conference, now a major event with 600 people, 3 streams and a frustration of great things you have to miss when you’re presenting! In fact it was the week before but many things are still fresh in the mind. If you were there – what’s […]

Amazon, then and now: what’s the not-so-secret secret?

I make no apologies for printing this Amazon shareholder communication in full. It’s rich in its simplicity on short v long term decision making and its investment in customers ahead of any need to do so. And fascinating to see the consistency with the 1997 communication shown below it. To our shareowners: As regular readers […]

Customer effort – even after you’ve left

I got a letter in the post this morning from a windscreen company. It politely told me that Admiral had refused to pay them because they (Admiral) said my insurance  cover didn’t cover windscreens. So a first – asking me the customer to solve the payment problem between two businesses. Given the company had been […]

We haven’t cut you off…again

In a postscript to the last blog, I went away to Croatia the week after Easter. After a few days I thought my phone was quiet and checked – it wasn’t working. Same story as New Orleans but without the warning texts saying it was going to happen. Borrowed phone and at least this time […]

Multichannel – not so simples

Great example here of typical multichannel in a vacuum – flybe with their new onphone check in (ah but read the end bit…..it involves 3 too) Announcements on the plane to tell you can use it next time you book online Default option in online booking ( that’s a whole other story of just web […]

The survey is the experience

I was struck by two examples of customer experience surveys today. I don’t answer them anymore. Even professionally interested, it’s just an endless stream of requests – too much effort for anyone. One was from Southern Water and “4Delivery Ltd”. Apparently they’ve been upgrading a sewage works some half a mile away. They are thanking […]

The insurance saga, part n….

I can sense you falling asleep already…. but couldnt leave the story unfinished. Just going back to the proof of no claims discounts from Admiral (NCD). I’ve been away for a few days and come back to a pile of post – ah it must be those NCDs. Doh – 5 separate envelopes! But on […]

How tiny inconsistencies cause customer effort and business cost

So having bought  from Axa last week, how’s it going? Of course first thing you have to do is confirm to them the no claims discount (NCD)- see requests to Admiral in the last but one blog “We appreciate your call”. Recap: they say they can only do by post, not email. They email them. […]

Outsourcing the work to the customer – and it feels like it

So just to complete the renewal of insurance – who did get the business then? I had little time this week and a deadline. So late at night online only. I was determined to try and buy from Direct Line but couldn’t. I’d got the saved quotes – each car separately. The new scheme meant […]