‘Thank You’! The two most important ‘Customer Experience’ words of all

'Thank You'. Two little words. Two words containing a total of eight letters. As a parent you spend most of your life teaching your children to use the words regularly. As a child, you are constantly reminded of their importance. It is unlikely you have ever looked up the dictionary definition of 'thank you' - so [...]

By |2015-04-13T15:37:14+01:00August 20th, 2014|CX Strategy, People|6 Comments

Enterprise Rent-A-Car – Customer Experience Review

The majority of readers of this Customer Experience Review are likely to have hired a car. Whether it be for business or holiday, hiring a car is commonplace all over the world. Over the years, I have hired a car from a variety of well know (and not so well-known) rental companies. Brand names like [...]

By |2015-04-13T15:37:28+01:00August 18th, 2014|CX Reviews|6 Comments

‘More than just the product’ – the evolution from product centric to customer centric

I recently read an interesting article about book stores. The very first sentence of the article stated: ‘Independent bookshops need to make readers feel special in order to compete in the internet age, say book trade experts’ You would find it hard to disagree with the statement. The number of Bookstores physically present on UK [...]

By |2015-04-13T15:38:00+01:00August 14th, 2014|Customer Journeys, CX Strategy, Retail|1 Comment

Book Review – Delivering Effective Social Customer Service: How to Redefine the Way You Manage Customer Experience and Your Corporate Reputation

It is impossible to ignore the fact that customer service has gone all social on us. Our obsession with Facebook, Twitter, Google+, Instagram and more has led to the humble consumer actively seeking to interact with companies via social networks. Although this is a fact, there are still many organisations who are yet to understand [...]

By |2015-04-13T13:17:21+01:00August 13th, 2014|Channels, Communication Channels, Social Media|3 Comments

Fullers Doric Arch – Customer Experience Review

The great British Pub. Whether you live or have ever visited the UK, you are likely to have frequented many. If you are looking for a quiet romantic place to meet up for a drink; a location to watch the football with your mates; or a venue to take the family for Sunday lunch, the [...]

Online Customer Reviews : “Sorry – Your review didn’t quite meet our guidelines”

This week I am delighted to feature a new guest blogger. Steve Drake is a Retail Director with a wealth of international and UK experience, across both the strategic and operational aspects of the customer experience mix.  His post is a personal story that questions the lack of transparency that some retailers have with their [...]

‘Without customers you would not exist’ – an open letter to all CEOs on behalf of customers everywhere

  Dear Chief Executive Officers (of all companies in all industries everywhere) I am writing this letter on behalf of your customers - consumers; businesses; young; old; male; female. For centuries, people have purchased goods and services from those able to provide things that are needed. From food to clothes to technology to construction to [...]

By |2015-04-13T13:17:53+01:00August 1st, 2014|Customer retention and loyalty|2 Comments
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