Blog
Welcome to the AM Blog! This is our little corner of the internet where we blog about business advice, accounting tips and designing for business. Kick your feet up and stay a while!
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Episode #99 of the MPAF Podcast
This week I spoke with Roger Edwards, host of the MPAF Podcast, about the power of customer experience to transform your business. We talked about financial & professional services and why they typically deliver such bad experiences. We also explored tools such as Rip+Mix that can help us to think differently as well as…
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Combining Service Design and Customer Experience
I had the privilege a couple of weeks back to join the lovely Chloe Forbes-Kindlen on her podcast. We had a great conversation about how service design influences the work we do around the customer experience. I also shared the secret for making amazing banana protein pancakes! You can watch / listen here
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How should you deal with customer complaints?
Complaints. We’ve all had them, and we’ve all complained. Most people hate receiving them, they take it as a personal affront. Some ignore them, or treat them with disdain. If ever you receive a complaint, welcome it. This is really important information. Managing a complaint well can turn a complaining customer into a lifelong advocate…
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How can your environment improve the customer experience?
You don’t get a second chance to make a first impression. It’s a cliche, but it’s true. The beginning of a service relationship is critical to its long term success. It significantly impacts retention and cost to serve customers later in life. It’s an area that we put a lot of emphasis on when…
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How can you make your customers’ lives easier?
How often do you find yourself getting frustrated with a service experience? Pretty often, huh? You see, most organisations don’t think about things from their customers’ perspective. Unless you can stand in your customers shoes and see things from their perspective, then you will continue to deliver a service TO people that doesn’t…
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Becoming an employer of choice – 5 steps to success.
Although we talk a lot about the customer experience, the same principles can be applied to how we treat our employees. After all, if we want to deliver exceptional customer experiences, then we need our people to be on-board with that and to share our vision. What better way to do that than to treat…
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How to turn around a bad customer experience
When we run our Customer Experience Workshops, one of the exercises we get our groups to do is think of a bad experience they’ve had and describe what made it unpleasant. People have no problem doing this. Sadly, we encounter bad experiences on an almost daily basis. That seems to be the norm these…
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Why are so many customer experiences so bad?
This week I’ve delivered five workshops on service design and customer experience. Our participants have been a mixture of students, employees and business owners. One of the exercises we do is to get people to think about a good and bad experience. We get them to write the name of the brand on a…
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5 reasons why you shouldn’t bother with customer experience
I speak to a lot of people during the course of a normal week. That’s partly down to the kind of work that I do, but it’s also because I’m curious. I like to understand why people do what they do. What drives them to get out of bed in the morning? I’m fascinated by…
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Who is responsible for customer experience?
I was having a coffee with an old friend earlier this week. We talked about recent experiences we’d had as customers, and as we got more vexed, he asked me a great question – who is responsible for customer experience in an organisation? Knowing him of old, I knew that this was a loaded…
