Latest Entries
The magic of Disney – now that’s what I call a Customer Experience!
Communication Channels / Customer Journeys / Customer retention and loyalty / Recovery / Retail

The magic of Disney – now that’s what I call a Customer Experience!


I have often said in the past how lucky I am to have so many people share their customer experience stories with me. Sometimes the stories are difficult to hear. Sometimes the stories are inspiring. In all cases I believe that through the use of storytelling, it is possible to bring to life the significance of the customer … Continue reading

‘Thank You’! The two most important ‘Customer Experience’ words of all
CX Strategy / People

‘Thank You’! The two most important ‘Customer Experience’ words of all


‘Thank You’. Two little words. Two words containing a total of eight letters. As a parent you spend most of your life teaching your children to use the words regularly. As a child, you are constantly reminded of their importance. It is unlikely you have ever looked up the dictionary definition of ‘thank you’ – so … Continue reading

‘More than just the product’ – the evolution from product centric to customer centric
Customer Journeys / CX Strategy / Retail

‘More than just the product’ – the evolution from product centric to customer centric


I recently read an interesting article about book stores. The very first sentence of the article stated: ‘Independent bookshops need to make readers feel special in order to compete in the internet age, say book trade experts’ You would find it hard to disagree with the statement. The number of Bookstores physically present on UK … Continue reading

Book Review – Delivering Effective Social Customer Service: How to Redefine the Way You Manage Customer Experience and Your Corporate Reputation
Channels / Communication Channels / Social Media

Book Review – Delivering Effective Social Customer Service: How to Redefine the Way You Manage Customer Experience and Your Corporate Reputation


It is impossible to ignore the fact that customer service has gone all social on us. Our obsession with Facebook, Twitter, Google+, Instagram and more has led to the humble consumer actively seeking to interact with companies via social networks. Although this is a fact, there are still many organisations who are yet to understand … Continue reading