Customer Experience

killing the brand

How field service can kill your brand

Last week I took to Trust Pilot to write a review about the poor customer service provided by a domestic appliance company I’ve recently had to deal with. I was angry. From my first contact with the call centre, I was cancelled on, rearranged and, when my engineer did arrive, he was unaware as to […]


Why your mobile strategy’s key focus should be on your customers

I recently read an article in Field Technologies magazine by Ali Pinder talking about the future of mobility in 2017. Ali stated that when developing a mobile strategy, you should ensure that your customers are the primary stakeholders in your roadmap. Reading the article made me take a step back, and the more I thought […]

customer service failings

How CEOs are failing the customer by devaluing service

It doesn’t matter what industry you are in, customers are becoming more demanding and products less differentiated. The boundary between efficient customer service and the best products is blurred. If you talk to people about what car to buy the topic is often more focused on aftercare service than the actual car. In the case of […]

smart meter

Smart Meters: Not so smart without behavioural change

The smart meter roll out is well underway with most homes in the UK boasting a new device by 2017 and all homes by 2020. Smart meters can be really useful tools giving customers up-to-date, real time information on their energy use, enabling accurate billing from the energy provider – no more estimated bills (ensuring […]

Scheduling Santa

Scheduling Christmas

Well, it seems we’re scheduling Christmas again, and, of course, a Happy Christmas to you all. At Leadent we wish you all the best for the season and for the New Year. And whilst it’s a time for family, it’s also, for many of our clients, another working day as their field staff work to […]

Building better customer experiences

Building better customer experiences

Difficult conversations A few days ago I wrote a blog entitled – The phone is dead, long live the phone.  That blog was inspired by the simple truth that a colleague’s poor experience of making mobile calls had made her change her behaviour and choose potentially less productive ways to communicate. Since writing that blog […]