Customer Experience

This is a blog about how to succeed through delivering great customer experiences.

Greg Muller is the Chief Executive Officer of international research and insights firm, Global Reviews. Global Reviews provides clients with objective and independent measurement through Customer Experience Benchmarking, Customer Behaviour Research and Online Usability Testing Programs. For over 14 years Greg has been a pioneer in digital services and online customer experience. He advises boards and senior management teams in the areas of digital strategy, customer engagement, business enablement, governance and technology convergence. www.globalreviews.com

Focus on minimising customer effort and get big returns

Author: Greg Muller on 1 February 2012

How many of you have said to yourself while waiting on a call for a service operator or struggling with an online purchase process, “Why I am persisting with this?” Did you opt-out or was the reason too great to persist with the struggle?

Low brand awareness puts real pressure on website experience

Author: Greg Muller on 3 January 2012

This article first appeared March 29, 2011.

There are few things more important in your cross-channel marketing efforts than to get your online customer experience right.

The seven “Steve Jobs” laws of customer experience

Author: Greg Muller on 11 November 2011

Much has been said about the life of Steve Jobs. Speaking to friends, family and colleagues recently, our lives could have been very different without his vision and persistence to delivering amazing customer experiences.

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So would we all be better off without customers?

Author: Greg Muller on 14 June 2011

We've all joked about the impractical notion of life without customers. Imagine it, it'd be super not having to deal with constant questions, complaints, rudeness and slow payments. We could say "so long" to our investments in marketing, better systems and the constant challenge in creating engaging consumer environments. We'd be able to spend time on doing the things we think are more important. You know like, well, hmm...

Talk to your customer to build market share

Author: Greg Muller on 21 April 2011

How often do we let days and weeks go by without spending time listening to our customers? I am not talking about standard transactional exchanges, I mean a real chat – getting answers to the important questions.

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Low brand awareness puts real pressure on website experience

Author: Greg Muller on 29 March 2011

There are few things more important in your cross-channel marketing efforts than to get your online customer experience right.

Change is inevitable for Australian retailers

Author: Greg Muller on 15 March 2011

There has been a lot said around the 'GST for online retail' campaign launched recently by leading retailers. Retailers have been dealt a firm message by consumers – accept, adapt and do it quickly. It's worth taking a look at what underpins the change and what organisations need to do to bolster their performance in the face of increased global competition.

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Beyond the net promoter score

Author: Greg Muller on 22 February 2011

Ever think about how your expectations as a consumer drive the performance of your service providers? If you phone your service provider and update your home address details with a call centre agent, would the fact that they did as you asked be enough for you? As a customer you achieved what you set out to achieve. As a service provider, they responded to your request – all good, yes? Well, I am not so sure.