About me

Welcome to my blog. 

I am a Customer Experience expert and business transformation leader with experience in Retail, Sales & Business Development, Operations, Innovation, Digital Introduction & Adoption, Culture Transformation and Programme Management.  To find out more please visit JamesScutt.com

How to create a FREE Voice of Customer system

If you have a small business, you could be forgiven for thinking that creating a voice of customer system might be out of your reach and above the limitation of your wallet. But you can do it for free!.  The fact is, even small amounts of data, collected free, can give you some very valuable insights that your can form into actions and improve experiences for your customers so its well worth seeing feedback from your customers.

5 Facts about Customer Experience management

For many people, Customer Experience comes with the idea that it is easy to get it right, that might be because the person believing that has their expectations bar set too low.

In reality, customers expectations are now higher than ever and with every new, great experience, they raise higher again.

Here's 5 facts you should consider when managing or thinking about your customer experience.

The Experiential High Street

What is your Experiential Relevance?

With the demise of the traditional high Street now well documented, there hasn't so far been anything that has been hailed as something that will save it or return it to its former glory.

Simple, free sentiment analysis

Sentiment analysis is so over the place now a days, often built into the background of systems to give companies a street on how you feel about them. It's a cleaver piece of technology can also come with a high cost.

Choosing the right Voice of Customer supplier

Customer Experience management is now well embedded in most industries and there are of course direct correlations between customer satisfaction and increased business and colleague engagement.

Listening is the key to the core of customer experience management and vitally important to have the right mechanisms in place to listen effectively. 

Should your next strategy be an old one?

If you stand back from reading about individual subjects or individual industries then your will spot a growing trend that is shaping the future.
Not emerging, but fully upon us is an inherent want to revive previous products and previous ways of doing things, sometimes in a new and updated way but sometimes in their original form.
Let's look at some examples and their drivers.

How to brand your team, simply

Is re-branding your team something you actually need to think about? If you are serious about raising your profile in a corporate environment, I would definitely consider it.

We have all heard of personal branding and really getting this right can take a lot of work. It’s the same for team branding but not many managers put targeted effort into it.

White Paper: Journey Mapping to improve Customer Experience

My White Paper, "Journey mapping to Improve Customer Experience" is now available to download free. If you are looking for a free resource to get you started in CJM then this is the place to start.

Visit my resources page on my main site to download it.

Voice of customer: Survey burnout

You go shopping and before you know where you are you are hit with multiple requests to complete a survey. Each one offers you something different, a free drink, entry into a draw or maybe a discount of your next purchase.

Treating colleagues as customers

It’s common place for companies to be 100% focused on their customers. We’re no exception and this continues to guide us in the right direction as we make our decisions. In the last 12 months, my team went through an important set of changes to take an already high-performing team to the next level as we started to concentrate on our internal customers as much as we do external ones.

Define your product to excel

If you treat colleagues with the same consideration as customers, you have to cater to their needs. It’s important to define what your colleagues, your internal customers, need and want, and then to base your offering on that; it’s the same approach as when designing a product or service for market.

For example, within my team, we have a function that builds bespoke reports for our business.
Outside of the usual reporting of sales, we combine lots of streams of data and publish them as one to give our internal customers informed positions upon which to base their decisions.

Six free small business resources worth knowing about

If your setting yourself up in business then what you need are free resources. Lucky the internet is here to give you more than you could possibly want, so which ones are good ones?
Here are six free sites that we’ve tried and tested…

Walk a Mile in His Moccasins

Often upheld as a key quote within the Customer Experience industry, Walk a Mile in His Moccasins boils down to putting yourself in the shoes of your customer to test out your product or service.

Attracting and keeping Millennials – Free report

Generation Y’s, or Millennials, have a clear set of demands of their employers. And by 2025 it is estimated that GenY’s will make up 75% of the global workforce. With that in mind it is vital that businesses are thinking about what will attract and keep GenY employees now.

We published a short survey and the results cross multiple industries and countries.  Visit my Resources page on my main site to download the report.