The framing effect has nothing to do with picture framing (picture framing…is that still a thing?). The framing effect is actually a mental shortcut where we make decisions based on how information is presented, rather than the information itself. It's a type of cognitive bias that can be influenced by positive or negative wording, the situation and the settings we find ourselves in.

The 2023 UK Customer Satisfaction Index (UKCSI) was published a few weeks ago and showed the lowest score since 2015, with such a sharp drop in satisfaction, the likes of which have not been seen since 2008. As a customer, there's nothing more frustrating than receiving subpar service or experiencing a product that doesn't meet your expectations. As a business, low customer satisfaction leads to negative reviews, increased cost to serve, lost customers and a loss of customer wallet share (CWS). That's why the results of the 2023 UK Customer Satisfaction Index (UKCSI) are so concerning.

This gloomy news is of course, disappointing, but it's also an opportunity for businesses to learn and re-evaluate their customer service strategies and make improvements.

Want to know how being on Masterchef influenced my CX consultancy business? 👩🏼‍🍳📋

Well, check out my episode of the CX Passport with the wonderful host, Rick Denton.

We talk about all sorts including what a CX leader needs to be successful, practising CX in challenging industries, travelling the USA, Masterchef and jam sandwiches 🥪!

Performance management is without question, an important aspect of any business. ⁠⠀

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Key Performance Indicators (KPI's) can be an amazing tool in your performance management toolbox, they (as the name suggests) give you an indication as to how successfully you are performing towards your organisational goals and objectives. They drive your business.⁠⠀

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But what if they are driving you in the wrong direction? What if they are being ignored? What if you are measuring the wrong things?⁠⠀

I'm the kind of customer who recognises a good experience when it happens, I'll happily pay more for it, I revel in it, I share the experience on social media, I recommend the company to my friends and I’ll likely become a bit of a brand loyalist.

Like many, I love supporting local businesses and this week my first feature article went live in Cheshire Life magazine!Not local to cheshire? Don't worry! These 4 tips to business regeneration will apply to your business no matter where in the world you are