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Neil Davey
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Member Since: 22nd Oct 2006
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Neil Davey is the managing editor of MyCustomer. An experienced business journalist and editor, Neil has worked on a variety of newspapers, magazines and websites over the past 20 years, including Internet Works, CXO magazine and Business Management. He joined MyCustomer in 2007.

Neil Davey
Managing editor MyCustomer.com
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My answers

24th Jan 2023

Thanks for your thoughtful comment - much appreciated.

There's certainly a common theme emerging from all of these comments, and it's a shame that appears to be a festering resentment towards the brand from employees.

One wonders how long it's current financial turnaround will last, given the discontent. Perhaps there will be another article in 18 months exploring where it all went wrong!

Reply to
How Barnes & Noble has focused on CX to turn around its fortunes
24th Jan 2023

Thanks for your comment. That's sad to hear, and a short-sighted approach by management if it's the case as a rotten culture and unhappy staff will ultimately end up costing the company in the longer-term.

Reply to
How Barnes & Noble has focused on CX to turn around its fortunes
23rd Jan 2023

Thanks for your comment, Dave. My understanding is that not everything they sell to the public is a work of fiction - they also sell non-fiction as well.

Reply to
How Barnes & Noble has focused on CX to turn around its fortunes
6th Jul 2022

Thanks for your comment, Sam. You raise a very interesting question - to word it another way, is there a confirmation bias that takes place in some experiences? As you say, families/individuals actively looking for positives and perhaps overlooking the negatives.

I wonder if it works the opposite sometimes too - folks are looking for negatives during their engagement with a business because their expectations are that they will have a bad experience due to preconceived notions about the brand.

Sampson would be delighted to know that his content continues to surface debate and thoughts long after his pieces were published. He was a great writer and thought leader and even those that disagreed with his ideas agreed that he was always thought-provoking.

Reply to
How Disneyland's CX strategy creates memories to replace the rotten reality
1st Jul 2022

Thanks for your comment, Mark. As you say, Primark has been highly successful up to now and the whole purpose of the trial is to identify risks and challenges, so I'm sure that they will only proceed with a full roll-out if they are 100% sure that it will cause no damage to the business or customer experience.

Reply to
Why Primark’s decision to go digital could damage customer experiences - and how it can be avoided
22nd Feb 2022

You are almost certainly correct about the title, Aki - but the optimist in me couldn't resist making it 'some' rather than 'most'! :-)

Reply to
Why some brands won't benefit from CX tech's evolution
8th Sep 2021

Thanks for your comment, Graham!

I understand the concern about putting CX in charge of marketing - certainly organisations will be watching the McDonald's/Walmart experiment with great interest.

I don't necessarily think that putting CX in charge of marketing is destined to always deliver less value to shareholders than with marketing in the driving seat, but I do think that it would need the right chief customer officer in place (specifically one with very strong commercial credentials) and with the right remit. The question is, if a company has the position and person that fits that description, are they really a chief customer officer as we know it, or is it really just a very customer-focused CMO?

Reply to
Should the chief customer officer oversee marketing?
1st Sep 2021

Hi Sampson, I've corrected the link in the story. My bad - I added the link to Graham's original piece and clearly made a hash of it!

Reply to
Should you make things easy for customers?
21st May 2021

It sounds as if issues with item delivery are responsible for a large proportion of the complaints, so you'd imagine that as in-store shopping becomes more common again that we'll see the complaint numbers begin to drop.

Reply to
Why customer complaint numbers remain at record levels in 2021
1st May 2020

Thanks for your thoughts, Steven. I guess one of the challenges for CX teams/programmes/leaders, is to have enough autonomy to be able to - for instance - define what its own function is, rather than having its purpose dictated by the CEO/CMO/etc. But can they get that autonomy until they've followed and delivered on these company expectations in the first place? Bit of a chicken and egg scenario perhaps?

Reply to
Do these shocking stats prove CEOs must have ownership of CX?
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