Understanding, managing and improving the customer experience is a skill set that has led to the formation of a new profession. The proliferation of customer experience professionals has led to the creation and adoption of a variety of methods, techniques and approaches to putting the customer at the heart of the organisation. Many 'customer experience [...]
The demise of the British high street has been in the news recently almost as often as reports on the state of the economy as a whole. Fuelled by a continuous procession of failing retailers, journalists and broadcasters are fortunate to be in one industry that is greatly benefitting from the deluge of news stories available. The causes of [...]
Unless you have been living in a cave, you could not have avoided the recent horse meat scandal. The scandal is still raging in fact, with the focus most recently shifting to the meat that is really in our curries. One of the key words that underpins any customer experience is TRUST - something the [...]
This is a picture of a bunny shaped pizza. Now that is surely the most original start to any of my blog posts! How can anyone that writes about the subject of customer experience be able to use a picture of a pizza shaped like a rabbit as a source for a post? Well please allow me [...]
