David Jackson

Founder and CEO of Clicktools. Clicktools provides companies large and small with on demand software to collect information and feedback from customers across the customer journey and ingrate it with CRM. David has been involved with the world of customer focused organisations since 1988.

Passionate about customer experience, David is a regular speaker and author on the subject. He combines a sound view of the future with a pragmatic approach to building customer focused organisations.

When not working, David enjoys watercolour painting, a subject where his ambition is way ahead of his ability!!!

How to retain customers in hard times

It's doom and gloom, according to many of the economic commentators, but now is not the time to take your eye off the customer experience ball.

When things get tight, a company needs any edge it can get and retaining the customers it has is one way of minimising the impact of any downturn. Here are a few things to try to hang on to those most valuable of assets – your customers.

by David Jackson 19 March 2008 08:30am 1 comment

A test: Is your company paying lip service to customer experience?

From reading the business press it would be fair to assume that customer experience is high on the agenda of many business executives.

But is that really the case or are too many senior managers just talking the talk and not walking the walk? Is your company one of those that is just paying lip service?

Read on to see if your company passes this tongue in cheek test.

by David Jackson 28 February 2008 08:19am 0 comments

Does loyalty count?

Many companies have invested heavily in the past twenty years in loyalty schemes, particularly in the retail and travel markets.

But recent research has suggested that this has had little impact - with only one in four UK consumers professing strong loyalty to their favourite brands.

More interesting are the regional variations the research uncovers, with strong loyalty at 33% in the Tyne Tees area but only 20% in Scotland. Why is this?

by David Jackson 06 February 2008 07:52am 3 comments

Six ways to improve online experience

There has been much discussion and comment recently about the quality of online customer experiences. Even small companies, run by specialists in their chosen field, need to provide a good online experience if they are to capture a share of the rapidly growing online spend.

Here’s my novice's guide to improving the quality of your online experience...

by David Jackson 25 May 2007 08:12am 1 comment

Introducing the 'Chief Listening Officer'

God provided a great model for communication when he gave us two ears and one mouth. But marketing - the function that leads customer dialogue - tends to focus on outbound communication.

In today’s web connected world, is that still an appropriate model?

by David Jackson 15 May 2007 07:30am 0 comments

2007: The Year of the Customer?

A number of reports have declared that 2007 is ‘the year of the customer’. For many it is because every year is the year of the customer. For others, it is because they are jumping on the latest fad.

Being customer focused is a challenge, but many have succeeded. In the blog post I'll reveal ten lessons from companies that have achieved award winning Service Excellence.

by David Jackson 23 January 2007 11:26am 0 comments

New Year: New Customer Management?

First, a Happy New Year to the E-consultancy community. I was delighted to be asked by E-consultancy to write a blog about customer management. I am a passionate believer in providing customers with a great experience and, like many people, the start of a New Year is a good time for looking forward. I want to use my first blog here to kick off a discussion, so here’s a starter for ten.

2006 was the year when Web 2.0 generated a following in the business community. I think 2007 will be the year when it really starts to change how those companies think about managing their customers.

by David Jackson 03 January 2007 09:48am 2 comments