What are we in service to? Do you take action when you are ‘told’ to do something or when you ‘feel’ moved to do it?

Sometimes we are fortunate to meet people that we really connect with. We meet people who do not just interest and inspire us, but make us feel completely comfortable and at ease. In my experience, meeting people like this is not common, but when it happens - you will know - you will feel it. I [...]

By |2015-04-13T13:24:06+01:00January 30th, 2014|CX Professionals, General, People|0 Comments

Do you love Aldi? What other brands could learn from the Aldi experience

Let me get one thing straight - I do not love Aldi. However, just to confuse you, I can also say that I do not dislike Aldi either. One thing is for sure - millions of UK consumers do love Aldi, including Mrs Golding! In September 2013, Aldi reported a rise in annual revenue of 41% (bringing [...]

By |2015-04-13T13:24:15+01:00January 28th, 2014|Customer retention and loyalty, Retail|16 Comments

Are you a Leader of a Follower? Why customer experience needs good, strong leadership

Over the weekend, I was told a lovely story that has inspired this blog post. The story was of a young lady who was applying to attend a college at Oxford University. A key part of the process was to complete an application form. One of the questions on the application form asked prospective students [...]

By |2015-04-13T13:24:18+01:00January 20th, 2014|CX Professionals, CX Strategy, General, People|9 Comments

Park Slope Food Co-Op – Is the best customer experience one you create yourself?

Have you ever been in a situation as a customer where you have thought you would/could do a better job yourself? Have you stood at a checkout in a supermarket and felt the urge to jump over the conveyor belt and start scanning the things you want to buy? Have you ever re-stacked items on [...]

By |2015-04-13T13:24:30+01:00January 7th, 2014|Customer Journeys, General, Retail|0 Comments
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