Latest Entries
The  big ‘Wi-Fi’ conundrum: a way to make money or a way to give customers what they need?
Channels / Communication Channels / Customer Journeys / Customer retention and loyalty / Social Media / Technology

The big ‘Wi-Fi’ conundrum: a way to make money or a way to give customers what they need?


Maslow’s Hierarchy of needs  is a psychological theory proposed by Abraham Maslow in his 1943 paper “A Theory of Human Motivation”. The theory is most commonly portrayed in the shape of a pyramid with the largest, most fundamental levels of human needs at the bottom and with the ultimate need for self-actualization at the top. 71 years … Continue reading

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