Customer experience is more than smiling and providing a good level of customer service. Customer experience includes the journey that your customers make from researching your products and services, using them and paying for them. Therefore, delivering customer experience includes processes and well as people. This isn’t a new concept. So why do so many companies and organisations get their customer experience so wrong?

Is the customer always right? Always? Sometimes? Never? Our advice is ‘yes, until proved otherwise’. How we deal with these situations is key as others will be looking on and judging this customer experience. Read our blog for advice to give to maintain the best levels of customer service and customer experience.

Make sure your team are not only trained to deal with routine situations. Give them training on how to deal with the unusual situations. Dealing with these unusual circumstances well will give you and your team opportunities to deliver those wow! moments that customers love and tell others about.

Whether you customer satisfaction are good, bad or just plain ugly there’s always room for improvement. This month’s blog will help you decide where to focus your attention.

This month we’ve invited Duncan Geddes, managing director of Northamptonshire-based Technical Foam Services, (pictured on the right) to share his story as our guest blog.