Latest Entries
The bursting of the Tesco bubble. When it comes to Customer Experience, bigger does not necessarily mean better!
Customer retention and loyalty / CX Strategy / Retail

The bursting of the Tesco bubble. When it comes to Customer Experience, bigger does not necessarily mean better!


I first wrote a blog post about Tesco two years ago. Entitled ‘Tesco: Hero or Villain – You Decide’, I made the case for Tesco being a hero – achieving huge financial success due to its ability to do everything the consumer wanted it to do. I wrote: Being blunt, Tesco have done what every retailer … Continue reading

Acknowledge, Apologise, Address – the 3 A’s of dealing with mistakes!
Communication Channels / Customer Journeys / CX Strategy / People

Acknowledge, Apologise, Address – the 3 A’s of dealing with mistakes!


I have sometimes been accused of intentionally looking for the bad things that organisations do to customers. Whilst it is true to say that I often describe experiences that are a long way from meeting customer expectation, I never actively seek out the negative. If I am guilty of anything, it is of reporting the … Continue reading

Communication Channels / Customer retention and loyalty / CX Measurement

Guest Post: Mystery shopping reveals three common sources of profit leakage in professional and business services


I am delighted to introduce a new guest blogger this week – Tim Dixon-Phillip, Director of Service Reality. In his post, Tim talks about the term ‘Profit Leakage’ – as you take the time to read it, you will recognise where many organisations are experiencing it!! I hope you enjoy the post as much as … Continue reading

Wallacespace – Customer Experience Review
Customer Journeys / Customer retention and loyalty / CX Reviews

Wallacespace – Customer Experience Review


I have attended countless number of workshops, briefings, seminars, masterclasses and conferences over the last 19 years. During that time I have had the pleasure (most of the time) of attending these events at locations all over the world – from St Louis to Singapore – from Munich to Manchester. More often than not I … Continue reading

Missed opportunities and the ‘not my job’ attitude – how Customer Experience can go very wrong
Customer Journeys / CX Professionals / CX Reviews / People / Recovery / Retail

Missed opportunities and the ‘not my job’ attitude – how Customer Experience can go very wrong


Every week friends and family share stories with me. The stories are a reflection of what is happening in the real world – the world we all live in as consumers and customers. Whilst many of the stories are positive reflections of people doing great things, more often than not, the story is one that … Continue reading

Our policy says… – Why sticking to the rules can lose you customers
Customer Journeys / Customer retention and loyalty / Recovery / Retail

Our policy says… – Why sticking to the rules can lose you customers


Who was it that said ‘rules were meant to be broken’? Depending on what you believe via the World Wide Web, the source ranges from a proverb, to General Douglas MacArthur to Richard Nixon. Wherever the phrase originated, when it comes to Customer Experience, it is one that is extremely apt. The question is, should … Continue reading

The Net Promoter Score No No – Do not use NPS if it makes no sense to do so
Channels / Customer retention and loyalty / CX Measurement

The Net Promoter Score No No – Do not use NPS if it makes no sense to do so


Net Promoter Score (or NPS as it is also known) has been written and spoken about thousands of times over the last few years. Whilst some see it as the simplest (and cheapest) way to capture customer feedback, others dismiss it as far too simplistic with an inability to allow the organisation using it to understand what issues … Continue reading