Member Since: 7th Jan 2014
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.
5th Mar 2018
A valid request. We based the list on the leading vendors based on sales circa 2017 and there had to be a cut-off point somewhere.
Appreciate there are a number of open source platforms out there. Here's a blog listing the top ten: https://blog.capterra.com/free-and-open-source-crm/
26th Jan 2018
And just to reaffirm the thesis of this article, it's telling that Tesco has announced this week that it is cutting 226 Customer Experience Manager jobs from its workforce:
Clearly the UK's largest supermarket is having difficulty establishing the long-term benefits of customer experience too.
22nd Jan 2018
Update: Edelman's 2018 Trust Barometer has just been released, revealing a 'record-breaking decline in trust', specifically in the US: https://www.prnewswire.com/news-releases/2018-edelman-trust-barometer-re...
22nd Nov 2017
For further listening, our series of podcasts can be found here: https://soundcloud.com/user-650735641
27th Oct 2017
UPDATE: The EU's e-Privacy regulations will also get the go-ahead after EU member states voted in favour of its implementation: https://www.neweurope.eu/article/meps-adopt-new-e-privacy-rules/
19th Oct 2017
Your comment suggests that it is ok to elicit negative emotions as long as that is the predetermined objective?
It's hard to imagine many brands considering this approach a viable one, however there's a school of thought that suggests it's ok to elicit negative emotions as long as there is a positive outcome that supercedes. This is an interesting read, in that field: https://www.mycustomer.com/experience/loyalty/lessons-from-the-leaders-h...
16th Oct 2017
Thanks for your response Steven.
Have you read the book 'Weapons of Math Destruction' by Cathy O'Neil? It highlights some of the issues occurring in society as a result of the increasing trust we're placing in algorithms; it draws some parallels with your point about customer emotions.
14th Aug 2017
Thanks Tish. In the defence of M&S they do have a number of contract routes you can take to complain: http://bit.ly/2w5OpHt
I think they, like many other big brands, suffer as a consequence of making these channels hard to find; you have to go through several navigation routes in order to get to this point.
For me, this M&S survey example highlights what needs to be considered at a large scale rather than on a customer-by-customer basis, however it's perhaps an important addition to any survey to factor in ways and means of ensuring negative feedback is given attention at a more granular level.
1st Aug 2017
I agree with your sentiment, however in the case of United, CSAT was a core measurement right up to the incident occurring:
For me, as well as the cultural aspects Clarke discusses, it's the ill-conceived communications and PR responses that is most revealing. A degree of arrogance in both cases that won't wash with customers long-term.
26th Jul 2017
Thanks for your comments, aki.kalliatakis1 .
The underlying benefits of this approach are summed up nicely by Dr. Nicola Millard, in this post:
Her point being - proactive service is a form of retention marketing. By cutting out complexity for our customers and making the relationship easier, we're building a much stronger case for retention - especially subscription businesses such as Three's.