As we approach the last 24 hours before the end of 2014, I feel it is time to reflect on the last twelve months in the world of Customer Experience. Twelve months is not a particularly long time in the context of a lifetime of experiences, yet it is remarkable what progress can be made in [...]
If you are a regular reader of my blog, you will be aware that I am regularly referred to stories of both great and not so great Customer Experiences. As I am a big believer in the use of stories to bring Customer Experience to life, I feel that I am very fortunate to be [...]
I am guessing (and hoping) that this image of a Virgin Media statement is not new to you. If it is, let me just clarify. This is a genuine statement that was sent to Jim Boyden's father in law. If you have not spotted it yet, Jim Boyden's father in law is regrettably no longer [...]
