Resignation. Sufferance. Tolerance. Three words from the English dictionary. Three words that you would not typically want to associate with the subject of Customer Experience. Yet these three words are the ones that regularly go through my mind when I interact with organisations that if I had the choice, I would much rather NOT interact [...]
I have just returned from a wonderful four-day city break to Paris. Family time, glorious weather (in the main) and one of the world's most beautiful cities, made for a quite fabulous combination. I have been to the French capital many times, but this trip topped them all. From our lovely boutique hotel; to the [...]
If you have read my articles in the past, you will know that I am an ardent fan of investigating the definitions of certain words and phrases. Yesterday, I had the pleasure of participating as a judge at the International Business Excellence Awards in Dubai. One of the awards entrants used the word 'benchmarking', multiple [...]
Last week I wrote an article on the subject of 'common sense'. To be more accurate, I wrote about the lack of common sense and how it's absence was continuing to destroy customer experiences all over the world. One of the stories featured in the article was about United Airlines and their much publicised [...]
In April 2014, I wrote an article entitled, 'Common Sense - The Not So Magic Customer Experience Ingredient' - If you did not, or do not want to read it, I told two quite ridiculous tales of the lack of application of common sense. In truth, I could have written a 500,000 word white paper listing hundreds [...]
If you have been a follower of my writing for some time, you will know that I am no stranger to air travel! Having flown over 300 times in the last two years alone, I am well versed in the differences between airlines. In fact, one of my most read posts is a review I conducted [...]
I am often asked how I can conjure up a topic to write about on a weekly basis. Do I have a plan? Do I keep a long list of pre-defined article subjects? Is there a website to stimulate blog ideas? The answer to these questions is ‘no’! In all honesty, my writing is very [...]
The customer has always been at the heart of every business, be it a street vendor selling hot dogs or a multi-national firm selling a wide range of products. All business have taken necessary measures, so that customers become loyal, provide repeat business, and advocate their products & brand - thereby increasing the customer base. Business mantras [...]
If you have ever worked in a company that is looking to improve its sales, often Customer Experience(CX) is defined as the solution. Normally a CX expert is drafted in and a workshop created for the key stakeholders. This often generates initial clarity and in some cases a Level ‘0’ or Level ‘1’ model is [...]
In this post, I continue to explore my tips to create a customer-centric culture. Experiencing both your employee AND customer journeys is a vital component that contributes to an organisation developing and sustaining everyone’s focus on the customer and each other. Last year, I said the following on this subject (among other things): “If a [...]
