True measure of Customer Service success? "Customers that love your company"  (pun intended!)

Hello! 

I'm John Jamieson and my aim is to help you achieve fantastic Customer Service (and without the usual large investments in Customer Service research and training).

We'll do it by looking at your 'Customer Empathy' - put simply: How nice you are to your customers!

Actually, it's all based on common sense; as a customer yourself, you're probably already aware that loyalty-creating service is as much about making people feel good (valued, cared for, important, happy and so on) as it is about just getting what's delivered 'right' first time.

But where can you go to find help and advice on this 'human' side of service? (Traditional Customer Service programs tend to focus more on WHAT to do, even down to what tone of voice to use. This leads to "Service With A Smile" mentality, but, as we all know from being on the receiving end, if it's not sincere it backfires!)

Way back in 1992, as a business and technology management consultant, I noticed that clients were making an awful lot of effort to get their processes right for the customer, but not a lot of attention was given to how it felt to be a customer on the receiving end. In fact, it wasn't even thought possible to objectively measure feelings (and even now, that's still usually assumed to be so).

But, as a customer myself, I knew that how I felt was really the only thing that mattered to me. So I pioneered and developed a new objective science of measuring customers' feelings. I called it Customer Empathy and the scale the 'Empathy Rating'.

Since then I've been encouraging businesses (both big and small) in the UK and around the world to simply focus on how they are making their Customers FEEL. Even established names, such as First Direct, Virgin and BT have had their eyes opened and benefited enormously from this approach.

"Customer Empathy is, by far, THE most important and meaningful to me of all our Board's customer service reports. It's the only one I'm really interested in!"
CEO of a UK Insurance Group

You too, can quickly achieve some amazing results through significantly improving your 'Customer Empathy', helping you stand out from your competition with outstanding, memorable and personal Customer Service - so that Customers love your company (pun intended!)

By all means browse this site, but there's nothing like a discussion, so I would encourage you to then simply give me a call for a friendly chat to discuss your own situation and how to discover just how it feels to be one of your customers right now. 

Which Customer Service approach for the Credit Crunch?

Of course, the credit crunch ha been s forcing everyone to urgently focus on the best ways to recover or improve their business. Everyone I talk to seems to instinctively know that as the bottom line gets squeezed during this recession it's even more important to focus on Customer Service.

Traditional Customer Service measures are often not showing you the whole story and can even be seriously misleading and give a false sense of confidence. Indeed, Customer Service training programs and staff performance measures can even try to control the customer interaction so much that it
de-personalises it and makes true human interactions all but impossible.

Amazingly, even in 1995, the Harvard Business Review pointed out that Satisfied Customers are just as likely to defect as Dissatisfied ones, and now this 'Customer Fatigue' is getting worse: Naturally, we customers won't stand for it when you get it wrong, but just because it's 'right' doesn't mean we're going to stay with you either!

So, here's the challenge...

• Your business is demanding more revenue, profit, growth and 'shareholder value'  
• but your customers are themselves clearly more and more demanding, more discerning: there's little reason to be loyal anymore. Customers are eager to keep their precious money and are happy go somewhere else on a whim.  

And indeed, precisely why should customers come to you or stay?

Well, if you actually could make your customers feel extremely good, wouldn't that be a great way forward? It actually IS possible to establish an emotional bond with them - to capture their hearts as well as their minds!

A few years ago I NEVER came across calls where the Customer was made to feel 'Extremely Good' (even to achieve feeling just 'Good' was a rarity).  But I am delighted to say that these days it's becoming quite common (at least with the companies I'm working with!)

And when Customers love your company, you can potentially:

• both RADICALLY IMPROVE your Customers' purchasing and loyalty 
• as well as DRASTICALLY REDUCE COSTS of your Customer Service investments 
• and LOWER ongoing OPERATIONAL OVERHEADS (management, monitoring and procedural), 
• with: 
• • Happy empowered Staff that stay with you longer 
  • Happy Customers that  recommend you more 
  • Happy Owners/Shareholders that earn more AND feel more secure in the recession 

Imagine the difference that would make to your business!

Paradigm Shift

Sounds too good to be true?

You might be surprised at how easy and economical this 'Customer Empathy' can be to achieve! 

But, to be fair, it DOES require a simple, but profound paradigm shift of approach, away from simply:

• WHAT you DO in trying to get everything right (essential, but doesn't buy loyalty anymore)
• and towards HOW you make customers FEEL - bringing the human side into the transaction.

This shift is not just for your Customers but also within your business too, starting with the management/ leadership:

" Is your team using emotion words like 'care'? "
Darren Cornish, Director of Customer Experience at Norwich Union:
Norwich Union: "Insurance at core, care at our heart"

Let's get started:

Interested or intrigued? Please do contact me and we can discuss how it can all work for you. But we won't talk too much initially, or go too deeply into philosophy and concepts at first.  It's much better to get the current Customer Experience out into the open first. So, typically, we will start off with organising an Empathy Insight (or even a free taster Insight) into how it feels to be a customer of your business.... it might surprise you!

" Right from day one, John [Jamieson] provided us with valuable insights into how we could not only improve the service but also how we could go to a fundamentally higher level of service than we had ever contemplated...  and has helped us understand how to define and consistently measure our service interaction with customers. " John is a living example of what he preaches and has consistently delivered beyond our expectations in both the content and the manner of his support. He has been worth every single penny! "
Keith Mansfield, Head of Individual Customer Services, Friends Provident click here for full testimonial

So, please do call, I look forward to talking with you soon.

John Jamieson
(previously John Pearson!)

Phone (UK):           0208 133 2413
 (International): +44 208 133 2413
Skype id: john.jamieson1
Email: 

"How GOOD does it FEEL to be one of my customers? 
(And how it can feel a whole lot better?)"