As I quite literally travel the world talking, listening and working with individuals and organisations who have an interest in Customer Experience, I am regularly asked who the world's 'best' Customer Experience brands are. 'Who is good at CX?' is a pretty typical question. It is a good question to ask and one that I [...]
I have often wondered about the pros and cons of incentivising customer feedback. I am not sure what kind of person this makes me - hopefully one that is forever focussed on all of the things around us that can and will contribute to customer experiences being made better! Capturing customer feedback is not easy. [...]
On the day that a stalwart of the British High Street, Marks & Spencer, announces poor Christmas trading figures, I think it is apt that I should write a blog about another British retailer. In some respects Boden is very different to M&S - it is predominantly a distance retailer (catalogue and web) - but [...]
