Great blog post Rod - I often use the analogy of your 'favourite film' to describe the customer journey - you only tend to remember the best bits - the WOW moments - the rest of the film is absolutely necessary or you would not have the WOW moments at all. What are the WOW [...]
This is a building in Glasgow. It looks like any other 'modernish' office block in the UK. This is not an office though. This building is a hotel - a new hotel in Glasgow called CitizenM. I had the pleasure (or at least I think that is what it was supposed to be) of staying [...]
20 years ago, you could walk over London Bridge - make that any bridge in the UK for that matter - and be pretty sure that almost everyone traversing the bridge with you would be wearing something from Marks & Spencer (M&S). The things they would be wearing would very likely be pants (underwear for [...]
My wonderful wife is the first to point out that I am not necessarily the best customer. Doing what I do for a living, I fully acknowledge that I am very conscious of the experiences I have as a customer - wherever that happens to be. Sometimes this leads to me 'harping on' about how wonderful organisations [...]
If you live in Britain, you cannot fail to have been gripped by Olympic fever. Even if you have not been gripped by it, you will not have been able to avoid it. Olympic coverage is almost 24 hours a day, and with the medals rolling in, most Brits are delighted to 'lap it up'. [...]
A few years ago I delivered a customer experience presentation to a large group of senior leaders within an organisation. The focus of the presentation was to enable them to focus on the significance of the things customers remember. In the hustle and bustle of the business environment, we often do not take the time [...]
I am often asked what I do for a living. This is by no means unusual. I am sure the same happens to you on a regular basis. If I had been a doctor, or lawyer, or plumber, or electrician, or nurse, or accountant, this would be an extremely simple question to answer. In fact, [...]
