18 hours – how a loaf of bread helped improve the customer experience

It is no secret that I am a fan of Twitter. A regular 'tweeter' I have grown to be a fan over the last couple of years. Not only does it allow me to get up to the minute information on essential news and sporting activity (such as the Leyton Orient score - sad but [...]

By |2015-04-13T13:31:14+01:00May 28th, 2013|Channels, Recovery, Social Media|23 Comments

‘Simplicity is divinity’ – is this what is behind the success of First Direct?

I have always been a little mystified by First Direct. Firstly, it is a bank. What is there to get excited about when it comes to banks? I am one of many who unfortunately has become very apathetic towards banks - I just do not care about them. This may surprise many people - but [...]

By |2015-04-13T13:31:29+01:00May 21st, 2013|Customer retention and loyalty|5 Comments

‘Mind the Gap’ – Is the London Underground the greatest ever customer experience innovation?

As is often the case at the end of a long hard day, I collapsed on to the sofa to watch a little bit of television last night. I noticed that there was a programme on BBC2 at 9pm about the history of the London Underground. The programme was absolutely fascinating, and made me think completely [...]

‘What do you mean they’re dead?!’ Why communication is such a critical part of the customer experience

I am guessing (and hoping) that this image of a Virgin Media statement is not new to you. If it is, let me just clarify. This is a genuine statement that was sent to Jim Boyden's father in law. If you have not spotted it yet, Jim Boyden's father in law is regrettably no longer [...]

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