Book Review – Chief Customer Officer 2.0 – How to Build Your Customer Driven Growth Engine

Unless you have been living in a cave, it will not have escaped your attention that a number of organisations around the world have been introducing a new job title. In fact, they have been doing so for quite some time. Even if your company does not yet have a 'Chief Customer Officer' or 'CCO' [...]

Enterprise-Rent-a-Car: How to turn a ‘promoter’ into a ‘detractor’ in 1,2,3!

It fills me with no joy to have to write a post about companies that have delivered unacceptable Customer Experiences. It fills me with even less joy to have to do so about an organisation that I have previously admired. Regular readers of my blog know by now that I write about the good, the [...]

The Elms Hotel – Customer Experience Review

Anyone who is lucky enough to have a family with three or more children will be able to empathise with the age old problem of booking hotel accommodation. As the average family size in the UK has continued to rise (1 in 7 families with children in the UK have three or more children), the [...]

Norwegian – Customer Experience Review

Airlines of Europe beware!! There is  a 'new kid on the block' - one that could potentially change the face of air travel. If you have not heard of Norwegian, it will not be long before the name of the Nordic airline is as common in 'budget' air travel as Ryanair or Easyjet. I flew [...]

By |2015-04-13T15:25:12+01:00December 12th, 2014|Customer Journeys, CX Reviews, CX Strategy, Travel|1 Comment

Emirates Vs Etihad – Customer Experience Review

Many dinner table conversations about customer experience will end up talking about the airline industry. It is almost impossible to find a human who does not have an airline 'story' - and most of the time the stories are not particularly positive. An industry that appears to be amongst the most glamorous has consistently struggled [...]

By |2015-04-13T15:35:46+01:00September 24th, 2014|Customer Journeys, CX Reviews, People, Travel|27 Comments

Enterprise Rent-A-Car – Customer Experience Review

The majority of readers of this Customer Experience Review are likely to have hired a car. Whether it be for business or holiday, hiring a car is commonplace all over the world. Over the years, I have hired a car from a variety of well know (and not so well-known) rental companies. Brand names like [...]

By |2015-04-13T15:37:28+01:00August 18th, 2014|CX Reviews|6 Comments

Fullers Doric Arch – Customer Experience Review

The great British Pub. Whether you live or have ever visited the UK, you are likely to have frequented many. If you are looking for a quiet romantic place to meet up for a drink; a location to watch the football with your mates; or a venue to take the family for Sunday lunch, the [...]

Wallacespace – Customer Experience Review

I have attended countless number of workshops, briefings, seminars, masterclasses and conferences over the last 19 years. During that time I have had the pleasure (most of the time) of attending these events at locations all over the world - from St Louis to Singapore - from Munich to Manchester. More often than not I [...]

Missed opportunities and the ‘not my job’ attitude – how Customer Experience can go very wrong

Every week friends and family share stories with me. The stories are a reflection of what is happening in the real world - the world we all live in as consumers and customers. Whilst many of the stories are positive reflections of people doing great things, more often than not, the story is one that [...]

JW Marriott Kuala Lumpur – Customer Experience Review

This is the second Customer Experience Review I have conducted in the last couple of weeks. Two weeks ago, I wrote my first review of a hotel – Wotton House in Surrey. If you have read that review, you will already know that the experience fell a long way short of meeting my expectations (you [...]

By |2015-04-13T13:19:59+01:00June 6th, 2014|Customer Journeys, CX Reviews, Travel|3 Comments