Latest Entries
‘Without customers you would not exist’ – an open letter to all CEOs on behalf of customers everywhere
Customer retention and loyalty

‘Without customers you would not exist’ – an open letter to all CEOs on behalf of customers everywhere


  Dear Chief Executive Officers (of all companies in all industries everywhere) I am writing this letter on behalf of your customers – consumers; businesses; young; old; male; female. For centuries, people have purchased goods and services from those able to provide things that are needed. From food to clothes to technology to construction to … Continue reading

The gift that is Customer Feedback. How not to accept it by Southwest Airlines & Easyjet
Channels / Communication Channels / Customer retention and loyalty / CX Measurement / Travel

The gift that is Customer Feedback. How not to accept it by Southwest Airlines & Easyjet


Customer feedback comes in many different forms. Often sought out by companies, it can be captured via email, web pop up or telephone surveys. It can be recorded in face to face customer focus groups or received in person before, during or after an interaction with a customer. Some still leave good old-fashioned paper forms … Continue reading

Money Makes the World Go Around…No It Doesn’t – People Do!
CX Professionals / CX Strategy / People

Money Makes the World Go Around…No It Doesn’t – People Do!


A few months ago I saw something on LinkedIn that disturbed me. The advertisement had been created by the internal recruiting team for a huge multinational manufacturing company and stated the following: “Never show off hobbies or oddities on a resume. Employers do not need or want to know what you do with your spare … Continue reading

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