smith+co on
customer experience
Shaun Smith
  • By Shaun Smith
  • Jan 18 2009

What are you doing differently this year?

2009 will be vastly different as a place to trade in than was 2008. So, perhaps the first question you should ask as we slide into 2009 is: What are we still doing the same as last year that is now inappropriate?

During the second half of 2008 you are likely to have introduced a new focus on managing costs without hopefully affecting service and the customer experience. As the recession bites it will be increasingly important, but difficult, to manage costs without under-mining your strategy. Now is the time to ‘dial up your difference’ not under-mine it.

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Shaun Smith
  • By Shaun Smith
  • Jan 09 2009

Invitation: CINCOM/IBM London Event January 27th

Cincom and IBM are pleased to invite you to join Customer Experience Management (CEM) pioneer Shaun Smith for this exclusive half-day event.

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Shaun Smith
  • By Shaun Smith
  • Jan 04 2009

Customer Experience in The Health Service: Patient by name but not by nature

Whilst on holiday over Christmas I managed to rupture my Achilles tendon playing tennis with my wife. As a result I am sitting here in a leg cast having had surgery to repair the tendon. It has been many years since I was last hospitalised and so I was an interesting opportunity for me to apply my customer experience skills to the health sector at first-hand.

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