Category: Positive Customer Experience

It’s been a little while since we focussed simply on great customer experiences, so I’m grateful to Adam Murby for this one.

Adam is my pilates teacher. He’s very good at what he does and as a result, he’s very busy. It can be easy to take advantage of busy people. They don’t have the time to check they’re getting the best deal; they don’t have time to make sure they’re getting the best customer experience. Adam has contacted me to pass on a quick piece of great customer experience news. I’m flattered that he thought of me, and thought to tell me. I hope you like it. Needless to say, if you’ve had a great customer experience lately, drop me a line and we’ll feature it on the blog.

Hi Doug, thought of you earlier. I had an EXCELLENT customer service experience with O2.
I rang to get an international option taken off my account, and they did that and then they asked me to stay on the line while they could check if I was paying too much on my bill in other ways.
Turns out I was, and because they were more proactive than me about MY account, I saved money I was wasting. All unprompted.

We’ve had a fantastic response to this small and important challenge, including loads of input at Is Bad Behaviour Killing Big Business? Here are a few more inspiring suggestions for you to read and share:

I feel that even where I don’t have control over what needs to change, I have ownership of how we change it.

Joy Fletcher

It provides the emotional attachment, sense of belonging and shared mission of success.

Barry Millar

It gets me out of bed with a spring in my step, to come to work to do something meaningful for our customers and where, at the end of the day, I can say with pride “I made a difference”.

Jo Upward

Inspired by some of the great work being done by David Zinger and friends, I would like to pose you a simple question:

Please describe in one sentence, what it feels like to be engaged, connected, with your organisation?

I’ve already asked a few people, including our CEO, Ian Livingston. He said:

To me, it means REALLY caring about BT, its people and customers.

Are you proud of BT? Do you take personal responsbility? Do you help drive change?

Here’s another, and I love this one:

Scared, on the edge, but ready for the challenge to make this company a success for all of us.

I am asking this question in a number of other places, unsurprisingly one of these is our Linkedin Group “Is Bad Behaviour Killing Big Business?”. I will share the responses with you here, there and everywhere.

Go on, have a go, liberate just one sentence.