Latest Entries
What happens if your company overreacts? Your customers exert unnecessary effort!
Customer Journeys / Customer retention and loyalty / Recovery / Travel

What happens if your company overreacts? Your customers exert unnecessary effort!


Last week I had the pleasure of writing a Customer Experience Review on low cost airline Norwegian. I intentionally say ‘the pleasure’ as I was pleasantly surprised by the experience – not a common feeling I have in my experiences with airlines. I wrote the review after my outbound flight with them to Oslo. If … Continue reading

‘Happy Birthday Mr Glodnig’!! How NOT to create a good impression with customers!
Communication Channels / Customer retention and loyalty / Retail

‘Happy Birthday Mr Glodnig’!! How NOT to create a good impression with customers!


In life there are a number of certainties. The annual celebration of our birth is one of them. For me, the 6th December each and every year marks my birthday. When it comes to the world of Customer Experience, there are also a number of certainties that can be counted on. John Lewis being recognised … Continue reading

Customer retention and loyalty / CX Strategy

Customer experience does not apply to us – ‘we’re different’! Is it possible to be a genuinely ‘customer centric’ law firm?


Let me set a couple of things straight before I even start this blog post. Whilst the title suggests that I am focussing on one particular industry, the essence of what you are about to read can apply to many industries and professions all over the world. I must also make it clear that I … Continue reading

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