Common Sense – the not so magic ‘customer experience’ ingredient

Last night I stayed in a rather lovely hotel in Wimbledon. At £275 a night, you would expect the experience to be worthy of such a hefty price tag. The building, décor, facilities, public areas and bedrooms were all extremely well appointed - as you would imagine. So why am I telling you this? Having [...]

Why would you recommend Virgin Trains? Why NPS should not be the default question to measure all customer experiences

Virgin Trains - why would you recommend them to anyone when there is no other option? I am very fortunate to work with and alongside some exceptional Customer Experience Professionals. As a specialist in the profession myself, the ability to continually learn from my peers enables my own development. Whilst I love writing [...]

‘Could you care less?’ Why ‘caring’ is essential if you want to deliver great customer experiences

This is a tale that readers of my blog are likely to empathise with. It is a tale of large organisations who purport to talk of delivering 'world class' customer service, and continuously improving customer experiences. It is a tale which shows that however hard they convince themselves that they are 'customer focussed', they still [...]

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