Before I even start this article, I must make it clear that Emirates are not the only airline to make customers unhappy. In fact, they are far from being alone in any industry around the world at creating masterclasses in customer dissatisfaction. The airline industry does seem to excel at providing examples of shocking and [...]
A great deal of my work as a Customer Experience Specialist involves the recounting of stories. Contrary to popular belief, not all of the stories I tell are of the negative variety! As students of Customer Experience will attest, the use of storytelling to ‘bring to life’ the benefits and consequences of ‘operationalising’ Customer Experience [...]
Over the last few weeks, my wonderful wife Naomi and I have been having a debate about the difference between EMPATHY and SYMPATHY. Whether it be a discussion about family life or a discussion about work life, the ability to be both sympathetic and empathetic is extremely important. So what is the difference between these [...]
The summer holidays are upon us. Sun. Sea. Fabulous Food. Fun. Friends. I am sure there are many more words that spring to mind when thinking about holidays planned both at home and abroad. The words I have chosen to use are all positive ones - exactly what should be used when thinking about a [...]
Last week I had the pleasure of writing a Customer Experience Review on low cost airline Norwegian. I intentionally say 'the pleasure' as I was pleasantly surprised by the experience - not a common feeling I have in my experiences with airlines. I wrote the review after my outbound flight with them to Oslo. If [...]
Have you ever looked up the definition of the word Empathy? I would suspect that you have not! It is not often that we take the time to read dictionaries!! If you read the definition above, it is also likely that you will find it difficult to correlate many of the words used with organisations [...]
Two weeks ago I wrote a blog post suggesting that Customer Experience as a concept and a reality was very much dead. Citing three 'exhibits' as evidence, I made the case for there being no hope for the profession that I am proud to be a part of. Fuelled by the simple fact that consumers [...]
This is Pauline Golding, pictured with her three great-grandchildren, Ciara, Caitie and Jack. On the 1st May my grandma celebrated her 100th birthday. To think that Pauline was born before the 1st World War started (just) is quite astonishing. To comprehend the experiences she has witnessed over the last 100 years is unfathomable. It is [...]
