Latest Entries
‘Customer excellence is here: it’s just not very evenly distributed yet’. The Nunwood 2014 UK Customer Experience Excellence Report
Customer retention and loyalty / CX Measurement

‘Customer excellence is here: it’s just not very evenly distributed yet’. The Nunwood 2014 UK Customer Experience Excellence Report


‘Customer Excellence is here: it’s just not evenly distributed yet’. A fantastic quote that I wish I could claim was mine! Whilst it is not, I can recognise a particularly relevant and accurate quote when I see one. The quote is in fact the very first line of the executive summary of this years Nunwood UK … Continue reading

Customer Effort – it’s real meaning through real stories (Vauxhall might want to read this!)
Customer Journeys / Customer retention and loyalty / Recovery

Customer Effort – it’s real meaning through real stories (Vauxhall might want to read this!)


This is not the first time I have written about the concept of customer effort. I doubt it will be the last. A few months ago I shared a story that described my interaction with an organisation as a little like having a tooth extracted – you can read that particular story here. The important … Continue reading

Belief, Growth and Sustainability – my perspective on the 2014 UK Customer Experience Awards
CX Professionals / CX Strategy

Belief, Growth and Sustainability – my perspective on the 2014 UK Customer Experience Awards


If you follow me on Twitter, it would not have escaped your notice that last week played host to the 2014 UK Customer Experience Awards. It is an event that has firmly established itself in the annual ‘do not miss it’ calendar! I am proud to say that I have been involved with the awards every year … Continue reading

Emirates Vs Etihad – Customer Experience Review
Customer Journeys / CX Reviews / People / Travel

Emirates Vs Etihad – Customer Experience Review


Many dinner table conversations about customer experience will end up talking about the airline industry. It is almost impossible to find a human who does not have an airline ‘story’ – and most of the time the stories are not particularly positive. An industry that appears to be amongst the most glamorous has consistently struggled … Continue reading

Customer Empathy – ignore it at your peril!
Channels / Communication Channels / Customer retention and loyalty / Recovery / Social Media / Travel

Customer Empathy – ignore it at your peril!


Have you ever looked up the definition of the word Empathy? I would suspect that you have not! It is not often that we take the time to read dictionaries!! If you read the definition above, it is also likely that you will find it difficult to correlate many of the words used with organisations … Continue reading

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