Member Since: 4th Dec 2014
Chris Daffy is one of the UK’s best-known customer service fanatics. He is a Companion of the Institute of Customer Service and founder of The Academy of Service Excellence. His experience and expertise has taken him all over the world as a consultant and conference speaker and enabled him to work with organisations as varied as Airbus, Air Products, AXA, BAE Systems, Brenntag, BT, DLA Piper, Dorchester Group, ING Group, JCB, Jewson, Microsoft, Pizza Express, Toyota, Watches of Switzerland and Xerox.
Founder The Academy of Service Excellence
13th Jan 2020
Seven elements that will make or break your CX programme in 2020
There’s been an explosion of interest in and focus on customer experience by many organisations over the past few years. This is not...Loyalty
11th Jul 2019
Why so many CX programmes are failing - and what should be done
How to ensure you’re one of the 20% of organisations whose service makes a worthwhile difference to performance and results. I have a...Management
3rd Jun 2019
Three ways to ensure your CX improvements outpace your competitors'
How can you develop and then maintain a pace of customer experience improvement that will outperform all competitors? “The essence of...Loyalty
8th May 2019
What are EPIC experiences and which brands deliver them?
What are the components of a truly worthwhile customer experience? In this extract from his new book, Creating Customer Loyalty , Chris...Loyalty
21st Mar 2019
Measuring customer experience, expectations and loyalty: What questions should you ask?
If you ask the wrong questions, you won't get the information you require to make the right decisions and improve customer experience and...Loyalty
1st Mar 2019
Why implementing service excellence is so tough for technical organisations - and how it can be done
Why are so many technical brands able to deliver high-quality products but also deliver low-quality service experiences? Chris Daffy...Management
11th Dec 2018
The eight fundamental elements of a winning service culture
Customer loyalty success depends on culture. So how do you ensure you have the right culture in place? One of my associates uses the...Engagement
4th Dec 2018
Five reasons why many CX journey maps fail to generate worthwhile results
There are five common mistakes that businesses make when producing and acting on customer journey maps. I’ve spent over 20 years working...Engagement
8th Nov 2018
Five wrongs to turn right for service strategy success
Tackle these common customer service issues to dramatically improve your customer experience. Socrates once said “I cannot teach anybody...Management
10th Aug 2018
Why the UK isn't a service-led nation - and how it can be fixed
The UK is dominated by the service sector - so why is the level of service delivered not better? The UK is a nation dominated by...Management