There is one thing I can guarantee that everyone reading this blog can agree with - we all know what it feels like to be a customer. We are all consumers. We all interact with different organisations every day - utility companies; the post office; telecoms companies; retailers; restaurants; hotels; petrol stations; dry cleaners - we [...]
Everyone (at least almost everyone) has a favourite movie. Whether it be 'An Officer and a Gentlemen', 'ET', 'Gandhi', 'The Sound of Music' or even the latest Bond movie - 'Skyfall'. We all love going to the cinema and being 'wowed' by the stars of the big screen. Now you may be wondering why I am [...]
Great blog post Rod - I often use the analogy of your 'favourite film' to describe the customer journey - you only tend to remember the best bits - the WOW moments - the rest of the film is absolutely necessary or you would not have the WOW moments at all. What are the WOW [...]
This is a building in Glasgow. It looks like any other 'modernish' office block in the UK. This is not an office though. This building is a hotel - a new hotel in Glasgow called CitizenM. I had the pleasure (or at least I think that is what it was supposed to be) of staying [...]
Can you remember when you opened your first bank account? I can. In 1991 I opened a Nat West bank account just before I went to University. Why did I open a Nat West account? In my case it was on the advice of my father who knew the account manager of the branch I [...]
20 years ago, you could walk over London Bridge - make that any bridge in the UK for that matter - and be pretty sure that almost everyone traversing the bridge with you would be wearing something from Marks & Spencer (M&S). The things they would be wearing would very likely be pants (underwear for [...]