For over eight years now, I have been travelling around the globe, sharing knowledge with people on how to deliver the customer experience (CX) as robustly and effectively as possible. It has been an amazing, if not exhausting, journey. I have met thousands of committed and dedicated professionals who are passionate about doing what is [...]
If you have ever heard me speak, or read something I have ‘penned’, you will know that I am a huge believer in the application of the ‘science’ of customer experience – an understanding of; and the ability to apply; the competencies that sit behind the profession that customer experience has become. Customer journey mapping [...]
People often ask me where the inspiration for my blog posts comes from. Whilst there is no single answer to this question, I will say that the best blogs are usually those that are unplanned. In other words, I am regularly inspired by the things I see and hear - my posts will almost always [...]
As we near the peak of the festive season, there are a number of annual rituals that I look forward to undertaking. Once presents have been opened and copious amounts of food and drink consumed, I settle in to the relative calm of the five days that separate Christmas and New Year. I have often [...]
In 2008, Dave Carroll's guitar was broken by United Airlines. Unbeknown to United at the time, Dave Carroll is a Canadian musician and a member of the band 'Sons of Maxwell'. As a result of the lack of desire demonstrated by United to deal with the issue, Dave felt that his only option was to [...]
At first glance, the title of this blog post may seem like a simple question. In fact, the order of the three key 'stakeholders' responsible for delivering customer experiences naturally exploded from the keyboard in the order that you see them. Does that mean that 'Customer 1st' is the right answer? If it is, this [...]
If you live or have been in London for the last two days, it will not have escaped your notice that something unusual is happening. Two trade unions who represent some London Underground staff have sparked a 48 hour strike in response to their disagreement with London Underground management over planned ticket office closures and [...]
Over the weekend, I was told a lovely story that has inspired this blog post. The story was of a young lady who was applying to attend a college at Oxford University. A key part of the process was to complete an application form. One of the questions on the application form asked prospective students [...]
Have you ever been in a situation as a customer where you have thought you would/could do a better job yourself? Have you stood at a checkout in a supermarket and felt the urge to jump over the conveyor belt and start scanning the things you want to buy? Have you ever re-stacked items on [...]
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 [...]
