shaun smith's blog

Well, it looks like the promised recession is finally upon us: But this is the opportunity to put distance between you and your competitors by improving your customer experience whilst they are busy cutting back. It has been estimated that reducing your customer churn by just 2% has the same impact as reducing your costs by 10% and in tough trading conditions it is even more important. Look out for these ten pitfalls that trip organizations up when the going gets tough.

Leading the creation of a unique Customer Experience is a whole new ball game for most leaders. Here's an example to help you conceptualize it and embed how you are going to lead your organization in a way that creates a unique and defining Customer Experience (instead of just focussing on the old, established way of thinking of customers - customer satisfaction surveys etc. - which is now no longer enough).

This is a three minute recording of Hub member Shaun addressing The London Business Forum on the emerging field of The Customer Experience, which Shaun helped pioneer with his book Managing The Customer Experience and with his consultancy work with some of the world's largest organizations. In this recording, Shaun explains how advertising has lost out to 'the customer experience' and the resulting word-of-mouth recommendation (or lack of it) that creates your brand in the minds of consumers and clients.

Hub member Shaun Smith helped pioneer the field of 'leading the Customer Experience' - recognising and designing the experience your customers go through - and is also an authority on the power of instinct in business and in business leadership. His most recent book is See, Feel, Think, Do . Ask him a question by clicking on 'add comment', below. Or, if you'd rather ask Shaun privately, click on his face and leave a private message in his 'My Page'.

More on Shaun's work here: shaunsmithco.com