The gift that is Customer Feedback. How not to accept it by Southwest Airlines & Easyjet

Customer feedback comes in many different forms. Often sought out by companies, it can be captured via email, web pop up or telephone surveys. It can be recorded in face to face customer focus groups or received in person before, during or after an interaction with a customer. Some still leave good old-fashioned paper forms [...]

Money Makes the World Go Around…No It Doesn’t – People Do!

A few months ago I saw something on LinkedIn that disturbed me. The advertisement had been created by the internal recruiting team for a huge multinational manufacturing company and stated the following: “Never show off hobbies or oddities on a resume. Employers do not need or want to know what you do with your spare [...]

By |2015-04-13T13:18:12+01:00July 24th, 2014|CX Professionals, CX Strategy, People|2 Comments

The bursting of the Tesco bubble. When it comes to Customer Experience, bigger does not necessarily mean better!

I first wrote a blog post about Tesco two years ago. Entitled 'Tesco: Hero or Villain – You Decide', I made the case for Tesco being a hero - achieving huge financial success due to its ability to do everything the consumer wanted it to do. I wrote: Being blunt, Tesco have done what every retailer [...]

Acknowledge, Apologise, Address – the 3 A’s of dealing with mistakes!

I have sometimes been accused of intentionally looking for the bad things that organisations do to customers. Whilst it is true to say that I often describe experiences that are a long way from meeting customer expectation, I never actively seek out the negative. If I am guilty of anything, it is of reporting the [...]

Guest Post: Mystery shopping reveals three common sources of profit leakage in professional and business services

I am delighted to introduce a new guest blogger this week - Tim Dixon-Phillip, Director of Service Reality. In his post, Tim talks about the term 'Profit Leakage' - as you take the time to read it, you will recognise where many organisations are experiencing it!! I hope you enjoy the post as much as [...]

Wallacespace – Customer Experience Review

I have attended countless number of workshops, briefings, seminars, masterclasses and conferences over the last 19 years. During that time I have had the pleasure (most of the time) of attending these events at locations all over the world - from St Louis to Singapore - from Munich to Manchester. More often than not I [...]

Missed opportunities and the ‘not my job’ attitude – how Customer Experience can go very wrong

Every week friends and family share stories with me. The stories are a reflection of what is happening in the real world - the world we all live in as consumers and customers. Whilst many of the stories are positive reflections of people doing great things, more often than not, the story is one that [...]

Our policy says… – Why sticking to the rules can lose you customers

Who was it that said 'rules were meant to be broken'? Depending on what you believe via the World Wide Web, the source ranges from a proverb, to General Douglas MacArthur to Richard Nixon. Wherever the phrase originated, when it comes to Customer Experience, it is one that is extremely apt. The question is, should [...]

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