Dare to be Different – The ‘Dignity in Diversity’ of Customer Experience

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 [...]

Loyalty Schemes: do they really work?

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 [...]

By |2015-04-13T15:24:17+00:00December 22nd, 2014|Customer retention and loyalty, General|5 Comments

Who will be the next ‘United Breaks Guitars’? Don’t let it be you!

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 [...]

By |2015-04-13T15:27:05+00:00November 28th, 2014|General|2 Comments

Guest Post: 5 Customer Service Tactics to Increase Sales You Didn’t Know

I am delighted to introduce another new guest blogger to you this week. Naomi Shaw is a stay-at-home mom from Southern California. After being a stay-at-home mom for seven years she works full-time as a freelance writer. She enjoys blogging about mommy tips and DIY crafts providing insight, advice and more! Naomi and I very much hope you [...]

By |2015-04-13T13:22:58+00:00March 13th, 2014|General|2 Comments

Customers; Colleagues; Shareholders. Which one should your business put first?

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 [...]

By |2015-04-13T13:23:20+00:00February 26th, 2014|CX Strategy, General, People|6 Comments

London Underground – the case study for business transformation

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 [...]

By |2015-04-13T13:23:42+00:00February 6th, 2014|Customer Journeys, General, Travel|3 Comments

What are we in service to? Do you take action when you are ‘told’ to do something or when you ‘feel’ moved to do it?

Sometimes we are fortunate to meet people that we really connect with. We meet people who do not just interest and inspire us, but make us feel completely comfortable and at ease. In my experience, meeting people like this is not common, but when it happens - you will know - you will feel it. I [...]

By |2015-04-13T13:24:06+00:00January 30th, 2014|CX Professionals, General, People|0 Comments

Are you a Leader of a Follower? Why customer experience needs good, strong leadership

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 [...]

By |2015-04-13T13:24:18+00:00January 20th, 2014|CX Professionals, CX Strategy, General, People|9 Comments

Park Slope Food Co-Op – Is the best customer experience one you create yourself?

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 [...]

By |2015-04-13T13:24:30+00:00January 7th, 2014|Customer Journeys, General, Retail|0 Comments