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 [...]

By | 2018-03-19T08:37:35+00:00 March 19th, 2018|Communication Channels, CX Leadership, People, Recovery, Travel|1 Comment

Eurostar est Shambolique: It’s not just the airlines who need to get their act together

I have just returned from a wonderful four-day city break to Paris. Family time, glorious weather (in the main) and one of the world's most beautiful cities, made for a quite fabulous combination. I have been to the French capital many times, but this trip topped them all. From our lovely boutique hotel; to the [...]

Actions MUST speak louder than Words: United Airlines eat humble pie!

Last week I wrote an article on the subject of 'common sense'. To be more accurate, I wrote about the lack of common sense and how it's absence was continuing to destroy customer experiences all over the world. One of the stories featured in the article was about United Airlines and their much publicised [...]

Lack of Common Sense: Continuing to Destroy Customer Experiences Around the World!

In April 2014, I wrote an article entitled, 'Common Sense - The Not So Magic Customer Experience Ingredient' - If you did not, or do not want to read it, I told two quite ridiculous tales of the lack of application of common sense. In truth, I could have written a 500,000 word white paper listing hundreds [...]

Experience the Experience: Walking in the Shoes of Your Customers and Employees

In this post, I continue to explore my tips to create a customer-centric culture. Experiencing both your employee AND customer journeys is a vital component that contributes to an organisation developing and sustaining everyone’s focus on the customer and each other. Last year, I said the following on this subject (among other things): “If a [...]

By | 2017-03-06T16:29:21+00:00 March 6th, 2017|Customer Journeys, CX Leadership, People, Recovery|2 Comments

Customer Engagement: a masterclass from United Biscuits

Anyone who knows me will tell you that I love a good story. Storytelling is such a powerful way of bringing theories and concepts to life - if you are good at it, the use of stories as a way of inspiring others is second to none. Over the years, I have told a fair number [...]

Random & Unintentional Customer Experiences: an example from BT

If I am asked my opinion of the state of Customer Experience around the world, I make a number of rather bold statements. For example, I believe that whilst most organisations are now capturing and measuring Voice of the Customer in some way, the vast majority are measuring it incorrectly or badly. A bold statement [...]

Heaven or Hell? What Customer Experience vacation memories do you have this year?

Since I have been writing, summer holidays have been a regular feature in my posts. As someone who tends to use his own experiences to bring the principles of Customer Experience to life, this is not surprising! The following are my five favourite articles to date: 'We only want one room!' Will your summer holiday [...]

By | 2016-09-13T18:21:28+00:00 September 13th, 2016|Customer Journeys, CX Leadership, Recovery, Travel|4 Comments

How to spectacularly fail your customers and damage your brand – by British Airways

Before I start this post, I must first make a couple of sincere apologies. As a result of travelling a great deal, I often write about my experiences of doing so. Some of the best and worst experiences I have ever had have been whilst travelling. I acknowledge how lucky I am to go to [...]

“Oh when you smilin’, when you smilin’ The whole world smiles with you” – do happy customers = better customer experiences?

I make no secret of the fact that I am a fan of ‘old fashioned values’ in the delivery of great Customer Experiences. Championed by the most customer centric brands in the world, such as the Ritz Carlton, the importance yet simplicity of ‘pleases’ and ‘thank yous’ cannot be underestimated in the effect they can [...]