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Chris Ward
Chris Ward
Member Since: 7th Jan 2014
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Chris is Editor of MyCustomer. He is a practiced editor, having worked as a copywriter for creative agency, Stranger Collective from 2009 to 2011 and subsequently as a journalist covering technology, marketing and customer service from 2011-2014 as editor of Business Cloud News. He joined MyCustomer in 2014.

Chris Ward
Editor MyCustomer
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My answers

22nd Feb 2022

Thanks Aki. I love the analogy you've made of things being in reversed. That's exactly why expectations continue to heighten, and why customer experience continues to grow in importance.

Reply to
Is it time to move on from 'the customer is always right'?
18th Feb 2022

Thanks Ron. I think Mark Hillary's comment at the end of the article about ensuring all staff understand the lifetime value of a customer aligns with the points you've made. To me, all of this is pointing towards the need to better train, empower and incentivise customer-facing staff.

Reply to
Is it time to move on from 'the customer is always right'?
18th Feb 2022

Thanks Jim. An extremely valid point. There are so many transactions where a business's product/ service expertise can be put at risk by customers taking the stance of 'always being right'. I guess that's where a business's authority and trust in the market is tested most rigorously.

Reply to
Is it time to move on from 'the customer is always right'?
26th Jan 2022

Fantastic! I think ideally all teams should have at least one shark whisperer within their group.

Reply to
Why experience isn't a key ingredient of great CX leadership
19th Aug 2021

Thanks Graham. Wise words as ever! The holacracy experiment was undoubtedly a failed experiment at Zappos and I believe they ditched it not so long after it was implemented. Still, isn't one of Campbell's 12 stages the 'ordeal' phase?!

I don't dispute that there's a tinge of Americanisation in the culture book approach but what I do like about it is that a) it's something that is sculpted by employees and b) it is designed to evolve over time. Sometimes businesses go through culture change exercises, create a bunch of new values and then never revisit and revise them, which means they inevitably become meaningless. I guess this is one approach and trying to avoid that.

Reply to
What is a culture book and how do you create one?
23rd Jun 2021

Thanks Andrew. Some excellent points raised - specifically on budgets/ allowances being difficult to manage. We've certainly seen examples of customers 'gaming' these offers in recent times - especially via social media.

I agree with your points about rules vs guidelines and many businesses appear to be seeing sense when it comes to giving their staff some flex on their guidelines in order to resolve customer queries. It's a pity that we're still seeing examples (such as the one at the start of this article) of businesses that are leaning the other way, even when the outcome seems obvious to most.

Reply to
How much autonomy should your customer service staff have?
27th Feb 2020

Glad this has sparked a few ideas for you Hans. We'd love to hear how you get on!

Reply to
Empty chairs and experience labs: How do you ensure your customers are represented in the boardroom? 
9th Jul 2019

*Update on 9th July, from the ICO in relation to the intent to also fine hotel chain Marriott International £99m for 2014 data breach, notified to the ICO last year: https://ico.org.uk/about-the-ico/news-and-events/news-and-blogs/2019/07/...

Reply to
British Airways set to become UK's first major GDPR casualty with £183m fine
17th Jan 2019

Definitely the kind of positive determination that will be required this year Edward! Thanks.

Reply to
2018 in customer service: Stagnating satisfaction and blended AI
29th Nov 2018

Some great insight Steven. If ever there was any doubt about the impending impact of #3, Shufersal in Israel announced this week that ALL of its grocery stores would be switching to 'seamless' cashierless technology:
http://www.intelligentcio.com/eu/2018/11/26/israeli-supermarket-is-first...

Reply to
How will 2018’s tech announcements transform customer experience?
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