Latest Entries
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

‘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