OK so before I explain my rather excessive title, a bit of a confession. Some of you have probably already noticed but this number is the one that appeared on numerous occasions in Lost; not sure if that’s any sort of omen or not but, there, it’s done and out in the open.


If you did recognise the number give yourself 100 JaseClarke_CX points!

Admit it though, when you first read the title there were probably a few things that crossed your mind; in no particular order these may have been something along the lines of:

  • Really?!?
  • There can’t be that many, can there?
  • Has someone really published a list that long? And counted them?
  • What the…?

So what’s the point of this far-fetched title?

It occurred to me that everyday I see articles that list numerous ways to improve customer experiences, customer service or customer journeys etc. You know the ones, they go something like:

  • 5 steps to improve your customer service;
  • The 7 pillars of Customer Experience; or
  • 23 Ways to make your customers leave

I started to wonder exactly how many steps/pillars/ways I’d come across – there are a lot. For a brief moment I did think I could go back through my twitter feed to add up all numbers in the kinds of article – one day I might, if I can figure out a way of doing it easily. Whatever the real number, there seems to be an unending supply of articles/blogs that have such a title.

Don’t get me wrong, some of these articles are really good and there’s some really good hint’s and tips available out there. That said I believe that all these suggestions on improving the customer experience boil down to just one simple thing.

Common sense – but it’s rarely applied.

common sense

So next time you need to make a decision on whether what you’re about to do is good for your customers, just remember this: