Making Customer Experience Fun! The Budapest Bank CX Crossword Puzzle

Before you start reading this post, I must make it clear that whilst the centrepiece of it is about a game, the real story is much, much more than that. This is a post about customer experience (CX) transformation - about the incredible work being done by a bank in Eastern Europe in their quest [...]

The lost suitcase – the sad reality of customer experience evolution

According to Wikipedia, the term, ‘seven year itch’ can be described as follows: The seven-year itch is a psychological term that suggests that happiness in a relationship declines after around year seven of a marriage. The phrase originated as a name for irritating and contagious skin complaints of a long duration. Examples of reference may [...]

Thinking and acting in the interests of the customer. Have you enabled your people to do it?

I first started writing my blog six years ago. Since that time, I have crafted hundreds of articles – producing them, almost religiously, on a weekly basis. Regularly, I am asked how I generate the ideas behind the articles – ‘do I have a plan and schedule for the year?’. No – is the simple [...]

Customer unhappiness and how to create it. A masterclass by Emirates

Before I even start this article, I must make it clear that Emirates are not the only airline to make customers unhappy. In fact, they are far from being alone in any industry around the world at creating masterclasses in customer dissatisfaction. The airline industry does seem to excel at providing examples of shocking and [...]

Resourcing up the silos – Beth Richardson investigates the world of customer experience job vacancies!

The words customer-centric and silos do not sit happily in the same sentence. Silos harm culture and damage customer experiences. And they hold businesses back. In the last month alone, 1000s of words have been published on this very subject by the likes of LinkedIn, HBR and Forbes. But whilst all this earnest commentary is [...]

By |2018-02-13T11:31:25+00:00February 13th, 2018|CX Leadership, CX Professionals, CX Strategy, People|8 Comments

The customer conniption! Identifying the ‘final straw’ moment

Every day, every week, every month, every year, I learn something new. It is one of the reasons I obsess with calling myself a ‘specialist’, not an ‘expert’. Specialists never stop learning and I am regularly reminded that there nuggets of knowledge waiting around every corner. A few weeks ago, a fellow Customer Experience Specialist [...]

Understanding the Employer Journey — The Employee Engagement Loop

Last week I had a fascinating conversation with a peer of mine – a fellow Customer Experience Professional. James Dodkins is as passionate about transforming organisations to become sustainably customer centric as I am. Like me, James regularly comes across organisations who talk about ‘putting the customer first’ – a statement that is hard to [...]

By |2018-01-29T07:17:43+00:00January 29th, 2018|Customer Experience Training, CX Leadership, People|1 Comment

Customer V Owner – Who wins? You decide! (in other words, is the customer always right?!)

I am very lucky to live in a beautiful city in the North West of England. Yes… I am not actually there as often as I would like, but when I am, I do not take for granted that my children are being raised in a lovely environment. Founded as a Roman Fort in 79 [...]

Customer Effort: How to Make Things Difficult for Customers, by Premier Inn

This is the not the first article I have written about the subject of Customer Effort. In 2014, I wrote a story that still makes me break out in a cold sweat today. On that occasion, Vauxhall provided the case study to bring Customer Experience ‘theory’ to life. You can read the story here… In [...]

Taking Ownership – key to the success of your approach to Customer Experience

As we head into the middle of September, as many people are reaching towards the back of their wardrobes to find their winter jumpers as are looking for their shorts and t-shirts. Whether you are revelling in the thought that summer is coming, or despairing at the reality of short days and long nights, the [...]

By |2017-09-12T09:23:38+01:00September 12th, 2017|CX Leadership, CX Professionals, CX Strategy, People|2 Comments
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