Author Archives: Elizabeth Sealey

About Elizabeth Sealey

For the last 5 years I have worked in the Customer Advocacy department of Norwich Union (now Aviva). I was responsible for working with customer facing areas of the business to: - Identify the customer's expectations, wants and needs - Pinpoint where the gaps were in actual customer service delivery - Implement action plans to improve the customer experience

Customer Service Quotation – Walt Disney

Posted on 15 December 2010 by Elizabeth Sealey

“Do what you do so well that they will want to see it again and bring their friends.” Walt Disney Let’s put this under the microscope. It’s a fairly general quotation but promises an outcome based on your company’s behavior. … Continue reading →

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How Customer Service Teams Should Respond to Google’s New Changes

Posted on 7 December 2010 by Elizabeth Sealey

AbuseRank. BadRank. Call it what you will but Google is now threatening to add penalties to firms with a poor online reputation. Customer experience and service teams need to consider how this will affect them. The story has been done … Continue reading →

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Brain Storming Activity for Customer Experience Planning

Posted on 30 November 2010 by Elizabeth Sealey

It’s a fact that brain storming in the traditional sense does not work. Those who are shy or retiring fall to the back, whilst the loudest and more forceful push their views on the group. Customer experience planning needs to … Continue reading →

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What is the difference between Customer Experience and Customer Service

Posted on 17 November 2010 by Elizabeth Sealey

Whilst both disciplines are ultimately responsible for increasing customer satisfaction and improving the organisation’s profitability, there are key differences between them. To illustrate from the customer/client’s point of view: The customer walks into the shop and is immediately welcomed by … Continue reading →

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