Category Archives: Activation

3½ Customer Experience Lessons from Copenhagen Airport

Airports are busy places with many different stakeholders and very different objectives. In that environment, the end customer can often be marginalised or even forgotten. With frustrations such as being taken on a meandering detour through a retail jungle when you are in search of a departure gate, struggling to understand why it feels like there is only one loo for every 1,000 passengers or having to sprint to meet the person picking you up so they avoid a £50 fine for waiting to greet you for more than 5 minutes.

That said, despite pressures from retailers and regulators, some airports can be places of inspirations with a wealth of Customer Experience ideas for any practitioners to learn from.

#1 Managing your customer’s expectations

Too often brands miss the opportunity to reduce their customer’s anxiety. Explaining what will happen next and when it will happen helps customers. As well as creating an extra engagement point. It also demonstrates a company know how to help customers by improving their emotional state. Which in turn connects the company to it’s customers at a deeper emotional level.

It’s played out brilliantly here. The time it will take to get to the departure gate is blasted to the ground (picture above). The anxious passenger can now assess their situation. With markings updating distance to the gate in time every 30 seconds, they can track their progress. If enough time, the passenger can relax more. If the passenger is short of time, they can speed up. Either way the signpost is helpful and increases appreciation of the airport facilities.

#2 Personalising the experience

I’ll never forget being invited to speak at an Airline conference when a customer aviation expert claimed the future of airline travel was about ‘personalisation’. He then presented several airline ticket, insurance and hotel bundles labelled as propositions such as ‘the weekender’ and ‘family fun’. He boasted that when bought together by passengers they were actually more expensive than the individual parts. But it would be made so complicated that customers wouldn’t be able to work it out! Even worse than this, the audience applauded! I felt very alone sitting on that ‘customer’ panel. It showed how outdated some thinking is in this space.

Customer Experience works when it’s ‘personal’ to a customer’s needs rather than personalised. I feel this example explains it well. At Copenhagen, like many airports, passengers need to pass through the baggage collection section to get to the exit. Those with only hand luggage don’t want to get caught up in there they want to find a way through.

For these passengers they want to get on with their trip sooner. That’s partly why they’ve crammed everything in to their hand luggage. This ‘fast exit’ message decal shouts out to this audience. Personal doesn’t need to be 1 to 1, it’s about being relevant to specific needs.

#3 Keep customers before you lose them

Some sectors are guilty of this more than others. Here’s the scenario; Retail company ‘A’ knows it has a problem with its returns because they receive social media noise reports and get angry calls to the call centre from disgruntled customers. But it’s not tracked in VoC because the VoC vendor hasn’t scoped that journey in their requirements. So, first the additional work is scoped and paid for. Feedback is then collected.  The CX team can then get to work on the issue (maybe after some more mapping). Eventually the team identify it’s down to the poor service contract in place with the outsourced collection courier. But procurement tell the CX team the contract with the courier was a keen one and is locked down for 12 more months. Following which a change can be looked at. 6 months on and the CX team start to work out what’s needed (a new collection courier company) and put together the Requirements Specification for a new vendor selection process. Which they initiate 6 months later. Which is also the first time customers find out about it.

However, in the meantime all the customers have left!

Why not share progress with customers throughout? If you know something’s wrong, flag it earlier. As you start to get an inclination of what’s gone wrong, get on with it. Keep customers updated throughout – tell them you know it’s not working, why it’s not working and that you are doing something about it. Share your plans with on how you will get it right and by when. Offer customers the chance to put in their views to help get to a better place. This involvement demonstrates you care and you are progressive. Customers value this sometimes as much as the fix!

At Copenhagen Airport there is major disruption, but it doesn’t feel like it becuase passengers are brought into the story and shown what’s coming and why. Even if the passenger passing through isn’t around to benefit from the final change they know it’s happening and accepting of the move from ‘AS IS’ to ‘TO BE’.

So that just leave the extra 1/2

For me this is about observation. It’s only half a lesson because it’s an approach rather than an outcome. Customer Experience is all around us. We interact with it daily and are a part of a company’s well worked plans too every time we enquire, purchase, use, enquire, visit or transact. There are lessons to learn from these experiences too.

I didn’t make a b-line for Copenhagen Airport to write a blog on my customer experience observations, I was there to help a client structure a business case for CX investment against return. But whether it’s walking through Copenhagen Airport on the return leg of a work trip, purchasing corner flags online from Sports Direct for a team development workshop (which turn up after they were needed) and getting radio silence when trying to return them or noting how many companies didn’t follow-up having given my details to them at the Grand Designs Show and how well those few that did have done from their attention, opportunities for CX ideas are everywhere.

So, put a Moleskin pocket-book on your birthday list, set you iPhone to camera mode and build your own insight bank of CX ideas and inspiration as you go about your daily business.

In the meantime, feel free to review our blogs, or contact me to raid examples from my much always growing collection of good, bad and ugly examples.

To finish, when it comes to finding new ideas for CX, as Ferris Bueller, the most eligible bachelor of them all, put it…

Happy CX hunting.

Posted by Christopher Brooks.  Director, Lexden Limited, Customer Experience Consultancy.

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Lexden helps deliver effective customer experience insight, strategy, content and creative activation clients seeking sustainable profit from customer experience.

Customer Lifetime Value – can you solve the formula?

Can you solve the formula
to the right?
If you paid as much attention to algebra as me in maths lessons at school, probably not.

That said, I can almost guarantee that you do understand the formula (or at the very least will by the end of this blog!).

In my time working on a very progressive service initiative in the commercial insurance area, the organisation I was with were responsible for a huge upturn in their new business, rate and retention results by understanding that just because a customer doesn’t choose you this time, doesn’t mean they will make the same decision the next time round.

What will dictate their next decision will be the feelings and associations they have of you and your brand as a result of the experience you gave them.

I listened in to a call once where a city Broker spoke with our Trader to say he was placing a £900k risk with a rival insurer after three months of effort on our Traders part. I’ll never forget the startled reaction of the Broker as our trader told him:

“not a problem, well done, you’ve done a great job to get that price. We’d love to speak with you about it again next year, I’ll put something in our diaries as a reminder”.

Not only did we win back the risk the next year, but we got a lot more incremental business in the following 12 months from the Broker.

Moving on to an example of a slightly smaller value, my mortgage company with whom I also have a credit card and a debit card (let’s call it a 321 debit card) recently failed to apply the new rate I had chosen following my initial two year rate coming to its end. They said they hadn’t received the letter, I knew I had sent it – it was their word against mine and as a result of the mistake, I had been overpaying for three months.

As the conversation unfolded, it became clear that the experience I had expected; application of the new rate going forwards, and no reimbursement for me, wasn’t going to happen. In fact, the excellent, empathetic, and well trained advisor applied and backdated the rate, taking the corresponding amount of money off my next mortgage payment.

Am I likely to move my mortgage or any of my cards now? Not a chance.

We at Lexden take the same view. We feel that when deciding whether to set out on a CX journey or not, the last thing any organisation should do is call in the consultants to decide for them.

It sounds counter-intuitive coming from a CX consultant, but it’s something that we beleive must be owned and driven from within rather than outsourced. It can lead to a complete lack of ownership of CX within the business.

Whereas we find the most fruitful engagements are those with clients who have a clear desire to deliver excellent experiences. We do of course help them understand what matters most to their customers and how to amplify their authentic difference through customer experience, but throughout we are ensuring ownership, drive and knowledge rests with our clients.

Our experience of this approach has led to client’s inviting us back in and welcoming us rather than judging the value of CX support provided, time after time. This is my understanding of customer lifetime value (even if I still can’t quite decode the equation!)

Posted by James Edmonds, Senior Consultant, Lexden

Lexden helps deliver effective customer experience strategy and solutions for clients seeking sustainable profit from customer experience.

If you like what you’ve read please sign-up to Lexden’s ‘Customer Experience’ Update for monthly ideas, inspiration and insights to improve your customer strategy endeavours. 

At last! A complete listing of all Customer Experience Conference Events

Earlier this week, we hosted an impromptu gathering of CX leaders for an afternoon tea and a chance to share best practice and trade battles scar stories. One of the areas discussed was the growing number of Customer Experience events and conferences now running.

Some said they went often, some not at all. But all agreed there are so many now it’s difficult to keep on top of what’s happening and which events you will get the most value from.

We worked out that if you attend all events you would need a budget of more than £200,000 and over 100 days on the road each year. Increase the budget and you could be travelling from Dallas to Dublin to Dubai to furnish your CX knowledge banks!

With Customer Experience being such a popular and potentially profitable business model, the signs are that the conference circuit will only be getting busier!

Which is why we have decided to compile a complete list of all Customer Experience events provided by event promoters and vendors in one place. That way anyone thinking of attending can compare and plan where to go more easily.

Initially, it will be a listing with some basic criteria highlighted (e.g. sectors, top speakers, location, dates of events, prices, formats, link to websites etc.). But over time we intend to extend the criteria and gather ratings and opinions from those who attend. All of which should allow anyone looking to attend an event a more informed decision.

If of interest to you, sign up and we will send you the listing.

We will be producing a free quarterly listing of what CX events are coming up. We may eventually set this up on our website with filters so you can search based on sectors, dates, prices etc. Our first listing will be released later this month.

Why attend CX events at all? We support attending the right events. Having spoken and attended before, I know if you pick the right event it will be jam-packed with insight, ideas and inspiration. You can meet some wonderful people in CX there who are generous with the benefit of their experience and will walk away with learning relevant to your business challenges. All of which adds up to a day well spent.

But pick the wrong event and you could be listening to other people’s worlds failing to connect them to yours, feel passively sold to by vendors, find yourself edging into a corner to lunch away from the over-networking crowd and eventually decide that the ‘not quite so urgent’ email needs immediate attention and leave early.

So why are we doing this? We are independent Customer Experience Consultants and not associated with any group or vendor running these events. Those who know us know we like to help those in CX improve their skills, what they do and what positive change they deliver. So, whenever we see the opportunity to do this we endeavour to help.

 

 

 

Lexden delivers effective customer experience solutions for clients serious about sustainable customer relationships.

If you like what you’ve read please sign-up to Lexden’s ‘Customer Experience’ Update for monthly ideas, inspiration and insights to improve your customer strategy endeavours.

Achieve World Class Customer Experience in 3 Steps

Most organisations have invested in a customer experience programme. Some are making a real success of theirs. We’ve had the pleasure of supporting some of these with their endeavours, interviewed CX leaders about their progress, judged winning CX award entries and experienced award success with our own clients.

However, we’ve also seen the evidence of programmes which fail to make the grade. There are a number of reasons for this. Sadly, it often boils down to investment in technology choices, neglecting to bring key stakeholders on the journey and chasing the wrong KPI’s.

But, any company can be transformed into delivering an award winning, world class customer experience which they are recognised for and their customers choose them over other choices for, in three steps. Furthermore, all three steps can be complete with 4 months.

3-steps-pic

Step 1 CX Programmes Profitability Alignment

Make sure the CX Programme activities are aligned to those which are known to drive success

Only 10% of CX programmes achieve their profit potential. It’s not surprising, research conducted in this area has identified there are 47 critical activities, which managed effectively, increase programme profitability by 600%. Now available as an evaluation tool (CXPPA) developed from CX Typology research(1), any organisation can benchmark how they are set up and managing CX against the world’s most successful performing programmes.

This evaluation not only benchmarks, but identifies how programmes compare to the best CX performers, as well as recommends what needs to be improved in which order to increase profitability. This step is achievable in 3 to 4 weeks.

Step 2 Prioritising What Matters Most 

Know what experiences matters most to customer’s decisions to choose one brand over others

Attention should always identify ‘what matters most to customers’ early.

By which we don’t mean, how to ‘make it easy’ or how to ‘personalise the experience’, we mean understanding what drives customer’s behavioural change. This is the most reliable indicator of customer’s decision to choose one organisation over another. In addition, it is a very effective way to understand how to improve both Customer Satisfaction and Net Promoter Scores.

Research conducted(2) into what drivers customer experience behaviour has identified that 25 customer drivers account for over 80% of everything any CX leader needs to know about what customers want fulfilled.

However, many of these 25 drivers have little to no influence on customer decision-making so are surplus to requirements. Which means if you reduce investment in them, performance scores stay the same, but costs can be taken out. Meaning the company is more profitable overall.

In addition, those drivers which are the most influential, are highlighted. This is where a company should focus CX investment to increase NPS, CSAT, profitability and success.

These drivers are known as Experience Quality Measures (EXQ) and are the work of Dr Professor Phil Klaus, world-renowned Customer Experience Academic.

Through Lexden, all companies can now identify their own EXQ set and with it know what to prioritise to improve their NPS and CSAT performance. This step is achievable in 4-6 weeks.

Step 3 Competitor Advantage with Customer Experience

Make sure the brand difference is amplified through the experiences 

The third step, enables a company to achieve competitive advantage through customer experience. Why is this worth noting? Much customer experience efforts are operationally or technologically efficient improvements. These are typically delivered with little consideration of how to build brand distinction. This means competitors can copy the ides and therefore neutralise any brand advantage which could have been achieved. In fairness, brand doesn’t help as the brand architecture is not seen as accessible working tool to apply

However, by designing a Brand Experience Platform, this is overcome and the brand becomes an asset to the customer experience. It is made up of two principal elements:

  • Brand Experience Idea – which acts as a rallying cry for all colleagues to connect the advantage of the brand to the importance of customer experience, in a way which all can understand.
  • Branded Customer Standards – these are the set of drivers (as mentioned in step 2) which matters most to customers, translated into standards the company must deliver to in a way only they can. This is most powerful when standards relate to profitability. These ‘standards’ can then be used universally by the company to design internal practices and ways of working and external delivery and experiences. All employees can then confidently work to deliver consistent experiences, which will further reinforce brand distinction.

Step 3 is about putting a framework in place to ensure consistency and making the most of the brand. Achievable in 6-8 weeks.

So there you have it. Three steps to take any programme from where it is to world-class.

All three programmes are available from Lexden should assistance getting there be needed. We’d be happy to share more with you and see if we can add real value to your endeavours. However, ownership of what you do and why, must stay within the organisation, not leave with the consultancy or customer feedback platform provider (the fourth reason for failure!).

cb2

 

 

 

Lexden delivers effective customer experience solutions for clients serious about sustainable customer relationships.

If you like what you’ve read please sign-up to Lexden’s ‘Customer Experience’ Update for monthly ideas, inspiration and insights to improve your customer strategy endeavours.

(1) CX Typology is the copyright of Prof Dr Phil Klaus.

(2) Experience Quality Measurement (EXQ) focuses on the behavioural change achieved by a brand through customer experience. EXQ is the copyright of Prof Dr Phil Klaus.

Lexden’s top 3 Customer Experience moments of 2016

As you would expect from a Customer Experience Consultancy, we collect examples of good and bad practice in customer experience as sales execs collect air-miles. So the office conversation often turns to something we’ve seen or experienced and what impact we feel it has on customer’s future commitment to that brand.

We took this ‘I wonder’ a little further and created two twitter characters to collect stories from people too. Grumpy persona @vexvox collects and distributes stories from others on the woes of customer experience, whilst his upbeat cousin @fondfox shares applauds stories of positive customer experience.

If you want to here what people have been saying about your brand, let us know

Keeping the mood on customer experience light, we’ve collated our favourite three experiences from last year. We hope you find these examples inspirational and can see how the ‘themes’ involved can be taken back and embedded in to your own programmes.

#1 Adidas (Christopher, MD, Lexden)

July 2016 and walking down the Champs-Elysee my son spots an Adidas store. Despite his heart being set on a pair of Nike ‘sock’ football boots for his birthday the following month, we go in.

adiddas-2

In the store, we were approached. When we mentioned the sock boot the assistant said the only way to know if the Adidas boot might be better is to play football in them. At which point he got a pair out which my son tried. The Adidas assistant also got out a ball and turned the shop into a training ground; passing, lobbing over clothes rails and shooting at walls. My son stated it was one of the highlights of his time in Paris. The next month he switched his allegiance and requested a pair of Adidas sock boots for his birthday. Link to full article.

#2 Wordery (Leanne, Office Manager, Lexden)

wordery2One of the gifts Leanne ordered up as a Christmas present for a nephew was an Aladdin, popup book which also played music. Although on opening it her nephew found it didn’t play anything. Fretting about how to get it returned as it had been free delivery, Leanne contacted the online retailer, Wordery. Their returns policy couldn’t have been better. They apologised, didn’t question the legitimacy of the dispute, explained even though it doesn’t happen often a replacement was in the post already. Not bad.

But what about returning the faulty book? Returns are proving to be a killer pain point in customer experience for online companies. Not with Wordery, they said no return of the book was needed, just a copy of the ISBN page details. What really impressed us was they asked if Leanne could drop the book off at a children’s home or hospital to enjoy.

#3 Mercedes-Benz (James, Senior Customer Experience Consultant)

You may be aware but Mercedes-Benz are one of the best performing customer experience brands in the world. Their CX drives contentment, commitment and contribution from their customers. This example highlights why.

mercedes

https://mercedes.citnow.com/vxxHgsLNh9S link to service video.

James’ took his car in for a service. Most of us worry about what the costs will be and part of the anxiety is created by the ‘behind closed doors’ set-ups of garages. The layout is no different at Mercedes-Benz, but recognising this anxiety and wanting to reaffirm their transparent approach to servicing, they sent a video of the service being conducted through. It’s not a new idea, Pizza Express brought the kitchen experience into the restaurant a few years ago. But it’s still a powerful one which creates confidence in the quality of the service and therefore overall brand trust.

We hope you enjoy these varied examples from our 2016 vaults.

If it floats your boat, our monthly Customer Experience Update contains similar content as well as the latest developments in Customer Experience, successful case studies and interviews with leaders. You can the vanguards in customer experience, and subscribe for free here.

cb2

 

 

 

Lexden delivers effective customer experience solutions for clients serious about sustainable customer relationships.

 

Can you really coach Customer Experience?

Because I’m totally sure you can.

A recent visit to Bluewater involved buying some new shoes for my wife. On inspecting two different colourways of the said shoes, we inadvertently swapped their designated positions on the wall display. Having worked as Floor Manager between College and University (a good few years ago) in the Nike store in Brighton, I understand that visual merchandising does have a purpose, but what happened next led me to ask the above question.

As we stepped back to review the range again, an employee of the shop then walked over (without asking us if we needed any help may I add) to stand in front of the shoes, and moved the two shoes back to their original positions, while being so far in to our personal space that we had to take a couple of steps back.

No big deal really, but I can think of at least six very simple things that were wrong from a CX perspective within this ten second (non) interaction.

How did it impact our behaviour? We went and got the shoes at a direct competitor.

The thing is though, if I had gone through this with the assistant, I really don’t think he would have for one second understood why any of those six points were a poor experience, and I think his response would have been something like ‘well the shoes have to be in that order…’.

Saving the conversation about customers’ having poor experiences because internal rules and processes for another time, can you really coach Customer Experience to someone this oblivious to what’s best for the customer at any given time?

Satisfied at having a new customer experience to talk about, I began to think back to my time in the Nike sto
re – did my customers have poor experiences under my watch when I was young and single-minded? Well, yes, they did.

I can remember two instances. Firstly, obsessed with my sales figures vs. the 1st floor of the shop, I would routinely send customers upstairs for refunds so my figures weren’t affected. Secondly, I remember closing the changing room to customers once, just so I could get in and out to access mannequins/shelves/fittings etc. to work on merchandising. The area Manager turned up that day, and at the time I scoffed at his disgust that I was making people go upstairs to try on their clothes – of course now practising customer experience I acknowledge how right he was!

So, here I am now able to recognise and improve poor customer journeys – what happened? Was I coached, or did I just learn through osmosis, working in organisations who care about the customer? A mixture, is the answer. Formal coaching has had a place, customer focussed programmes and developing a Customer Experience Centres of Excellence have too, as have particular managers, whom I had great respect for.

The true answer though, if there is one, lies for me in recruitment (and the resulting culture). While my conclusion means that I slipped through the net as someone who didn’t really understand the value of every interaction with the customer at the time.

If your recruitment programme has genuine focus on recruiting staff (consistently and at all levels) who understand that everything they do has a positive or negative emotional impact on the customer at each touchpoint, the organisation itself will begin to take the shape of one that customers want to join, stay with, and talk about positively.

If you run or are involved in a customer experience programme consider how central are Recruitment to that? do they look for people with suitable customer experience tags, or individuals who can talk about emotive and commercial impact in the same sentence? I’d argue the former gives you shoes laid out in the right order, the later a deep understanding of why customer experience matters.

With 89% of companies prioritising customer experience in 2017, attention to all impacting areas on CX success come in to play if you want to drive success. If you’d like to know how to recruit the right customer experience types, contact us and we will let you in on the secret.

Posted by James Edmonds, Senior Consultant, Lexden.

Lexden helps deliver effective customer experience strategy and solutions for clients seeking sustainable profit from customer experience.

If you like what you’ve read please sign-up to Lexden’s ‘Customer Experience’ Update for monthly ideas, inspiration and insights to improve your customer strategy endeavours.  

Advertising. Is it worth the paper it’s printed on anymore?

Last week I travelled on the tube and was confronted in the same carriage with three soulless executions advertising Apps.

Having been a brand and comms planner in an agency I know the client brief can sometimes be slightly thin on the ground. However, that’s when the opportunity lies to test your strength in teasing out the killer insight that will connect the brand and its differentiated offer with what yearns to be fulfilled in its chosen audience.

Having also worked with some great creatives I know that even when that insight appears quite generic or stretched, it’s still possible to light a touch-paper of excitement in the audience by resonating with them through common ground of interest through brilliant creative.

So why is that much of the App service advertising I see fails to shine? Apps are the new ‘must visit’ retailer, the new ‘must have’ manufactured product, the new ‘must experience’ destination. Having transcended to Customer Experience Consultancy to embed brand across engagement touch points, I enviously look at these little pockets of technological potential and think wow; what an opportunity. If I was 15 years younger and these NewCo briefs were landing on my planning desk I’d feel like I bagged the John Lewis Christmas campaign brief! So why is it the communications out there promoting modern Apps often seems to be amongst the least engaging?

Getting back to the examples presented to me on the tube, they’d managed to underline this mediocrity by sharing the same execution technique; ‘the play on words’ to attempt to promote their distinction and usefulness – I say ‘attempt’ because their value as brand were lost on me.

When apps were still in napp(ie)s I can recall a conversation with a creative team who suggested to turn to ‘play on words’ as a communication solution was only acceptable when every other method including applying the mirror of self-reflection and handing your notice in had been tried.

So have my troublesome three simply slipped through the ‘take pride in what you deliver’ creative sign-off process, or are they really the result of something much better that I’m just missing? For me, they brilliantly demonstrate a lack of connection with their audience, no promise to fulfil unmet needs or differentiate from others in achieving this. In fact, the energy burnt out before the message does.

pun ad 2I recognise the ‘Just Eat’ campaign which lives on TV too and is made up of only play on words of songs (not that I have worked out this one yet). I feel it begs the question, ‘what are you’. I quite like the ‘chicken madras’ reference and razzmatazz on TV, but I quite like the new series of Robot Wars as well – it’s not enough. I know Just Eat is a take away service, I’ve seen decals everywhere, but that’s it. I don’t get any sense of advantage conveyed through these messages, hence I’ve failed to even consider them when ordering take away.

pun ad 3I can’t quite work out from my pic this company or what they are promoting – never good for mass media ad space. But to choose the word ‘App’ in their play on words execution means I am left guessing it’s either something to do with checkered shirts, or one of the other tens of thousand Apps providing some form of retail or travel advantage. Either way it’s too late, my attention is diverted to another ad.

The third example does actually manage to tie the play on words in to the proposition regarding saving time choosing what to cook. I say that, the words scan at least. That said the Lionel Richie song has no relationship with this proposition of saving time, so it’s 100% superficial.

pun ad 1

I start to think that a bit like the explosion of soft toys give away from all comparison site following the success of Sergei and Compare the Meerkat, do we have another spate of ‘copycat’ Just Eat executions here?

The interesting thing each one of those ads has had hours poured into it to devise an idea, talent applied to produce it, consideration and agreement to approve it, not to mention a slice of some investor’s commitment or chunk from the company profit put behind it to get it on the tube wall.

Ipun ad 4f you are thinking you quite like play on word ads, then I accept there are some great examples such as FCUK. There is also this stunning example, crafted without the benefit of a comms agency shows how to connect with your audience as well as fulfil unmet needs (beyond the repair).

As App companies grow up the will see the need to connect with customers, to retain their attention they will need to promise betterment in a meaningful way their audience can process and deliver an experience which is valued to retain them.

If they are struggling with comms, how will they fare when it comes to customer experience. It could prove the graveyard for App services unless they start to promote something their customers can connect with of value, best served through meaningful content.

Take a look around the walls adorned with ads next time you have a few moments. Search out the ads promoting Apps. If you find one which you think connects with its audience in a meaningful, motivating and differentiating way please send it to me to restore my faith. Or if you find a play on words ad which isn’t ‘bottom of the barrel’ material again email me.

Posted by Christopher Brooks, Customer Experience Consultant, Lexden

christopherbrooks@lexdengroup.com 

Lexden helps deliver effective customer experience strategy and solutions for clients seeking sustainable profit from customer experience.

If you like what you’ve read please sign-up to Lexden’s ‘Customer’s World’ Update for ideas, inspiration and insights to improve your customer strategy endeavours.