Latest Entries
Customer Experience Training / CX Professionals

Announcing the Customer Experience Academy: helping you to become a Certified Customer Experience Professional (CCXP)


The 3rd July 2014 was a significant milestone for me and my career. On this date I became a Certified Customer Experience Professional (CCXP). For the last twenty years I have been working across multiple industries to help businesses improve their ability to meet the needs of colleagues and customers. To now be able to … Continue reading

Explaining the power of customer expectation: stories of splashing sinks, free tea and broken curtains!
Customer retention and loyalty / Travel

Explaining the power of customer expectation: stories of splashing sinks, free tea and broken curtains!


Last week was as manic as they get for me. Prague, Oxford, London and Copenhagen were all on my itinerary in a mad, exciting and fruitful five days. Despite all the travelling I do these days, I am still someone who gets excited about travelling to places I have never been before. I often do not get much … Continue reading

Ryanair – the brand we can now learn to love
Customer retention and loyalty / CX Professionals / CX Strategy / Travel

Ryanair – the brand we can now learn to love


I have always described Ryanair as ‘the brand we love to hate’. Famed for its ‘no frills’ approach, for years, millions of consumers decided that despite the appealing cost, the un-acceptability of the Ryanair experience was a big turn off. Equally as many millions of consumers were prepared to put up with the ‘no service’ proposition … Continue reading

What is wrong with Virgin Media? a story of pain, frustration and dreadful Customer Experience
Customer Journeys / Customer retention and loyalty / Recovery

What is wrong with Virgin Media? a story of pain, frustration and dreadful Customer Experience


If you are a regular reader of my blog, you will be aware that I am regularly referred to stories of both great and not so great Customer Experiences. As I am a big believer in the use of stories to bring Customer Experience to life, I feel that I am very fortunate to be … Continue reading

A circle unending complete and unbroken: the Customer Experience ‘wedding ring’
Customer Journeys / Customer retention and loyalty / CX Strategy

A circle unending complete and unbroken: the Customer Experience ‘wedding ring’


At the weekend I was honoured to witness the wedding of a very dear friend of mine. It was a quite wonderful occasion from beginning to end. Those of us who have had the pleasure of attending a wedding (whether it be our own, or of others) have all seen the traditional exchange of wedding … Continue reading

Shareholder or Customer First? The difference between Tesco and Amazon
Customer retention and loyalty / CX Strategy / Retail

Shareholder or Customer First? The difference between Tesco and Amazon


October 2014 was not the best day to be a shareholder of two of the world’s retail giants. Tesco continued their unfortunate journey from world domination to public implosion. The company who convinced the UK and beyond that ‘every little helps’ are going to need all the help they can get to fight through their … Continue reading