Into the Unknown! The parallel universe of self-publishing – the experience of publishing a book about customer experience!

Regular readers of my blog know that being a customer experience specialist does not protect me from encountering lacklustre, frustrating and sometimes embarrassing experiences as a customer of the organisations I interact with. I regularly blog about my suffering with various airlines, restaurants, retailers and care hire businesses in the sincere hope that those organisations [...]

By |2018-07-05T09:06:29+01:00July 5th, 2018|Customer Journeys, CX Professionals|0 Comments

So What?! There are plenty more customers where he came from!

Since I published my new book at the end of April, I have intentionally held off adding to my social media content. In fact this post will be the first in June 2018! The hiatus in my writing does not mean I have run out of things to say on the subject of customer experience [...]

The Customer Experience Million Dollar Question: Will my customer come back?

I make no secret of my love for all things culinary. In fact, if I did not also have a passion for running, I would quite literally be the size of a rather large house! Like everything else we do as human beings, the 'eating out' experience is made up of several stages and touch [...]

Customer or Hostage? The unfortunate story of the UK passenger rail industry

If you happen to live in the UK and regularly have to rely on public transport to commute to and from work, the heralding of a brand spanking new year is unlikely to have filled you with much joy - from the commuting perspective that is. Travelling to and from work can rarely be described [...]

Customer Experience – Kyoto-style: By Beth Richardson

Earlier this year I was lucky enough to visit Kyoto in Japan for a holiday. Being a customer experience specialist means never quite leaving work behind, even on holiday, and I wanted to find out whether the customer experience in Kyoto would be different to anywhere else. Kyoto is a wonderful place. Although much less [...]

By |2017-12-11T13:52:03+00:00December 11th, 2017|Customer Journeys, CX Professionals, Travel|2 Comments

Customer V Owner – Who wins? You decide! (in other words, is the customer always right?!)

I am very lucky to live in a beautiful city in the North West of England. Yes… I am not actually there as often as I would like, but when I am, I do not take for granted that my children are being raised in a lovely environment. Founded as a Roman Fort in 79 [...]

‘Welcome to our kitchen’! Would you have the courage to invite customers into the inner workings of your company?

Allow me to start this post by asking a question. What happens when two Customer Experience Professionals visit a restaurant together for the first time?  Whilst this is not the opening line to a bad joke, I can already anticipate your 'snorting' and 'chuckling' from here! 'A right royal pain in the butt', is most [...]

Customer Effort: How to Make Things Difficult for Customers, by Premier Inn

This is the not the first article I have written about the subject of Customer Effort. In 2014, I wrote a story that still makes me break out in a cold sweat today. On that occasion, Vauxhall provided the case study to bring Customer Experience ‘theory’ to life. You can read the story here… In [...]

WANTS and NEEDS – When it comes to customers do you really know the difference?

Last week, on more than one occasion, most of us would have heard someone saying, writing or shouting, words to the effect of ,"I just need Ryanair to get me to xxx!" Getting passengers to their chosen destination is the most basic of basic needs an airline is expected fulfil. In yet another PR disaster [...]

With customer experience design, functional is good. But don’t stop there – by Beth Richardson

"Focus on the whole journey, not just the transaction".  In the world of Customer Experience (CX) you will hear this phrase frequently.  But what does it mean? It’s the difference between a task and a purpose.  The difference between a user story like the one above, and meeting a customer's overall goal.  It is important to [...]