What happens if your company overreacts? Your customers exert unnecessary effort!

Last week I had the pleasure of writing a Customer Experience Review on low cost airline Norwegian. I intentionally say 'the pleasure' as I was pleasantly surprised by the experience - not a common feeling I have in my experiences with airlines. I wrote the review after my outbound flight with them to Oslo. If [...]

What is wrong with Virgin Media? a story of pain, frustration and dreadful Customer Experience

If you are a regular reader of my blog, you will be aware that I am regularly referred to stories of both great and not so great Customer Experiences. As I am a big believer in the use of stories to bring Customer Experience to life, I feel that I am very fortunate to be [...]

Customer Effort – it’s real meaning through real stories (Vauxhall might want to read this!)

This is not the first time I have written about the concept of customer effort. I doubt it will be the last. A few months ago I shared a story that described my interaction with an organisation as a little like having a tooth extracted - you can read that particular story here. The important [...]

Customer Empathy – ignore it at your peril!

Have you ever looked up the definition of the word Empathy? I would suspect that you have not! It is not often that we take the time to read dictionaries!! If you read the definition above, it is also likely that you will find it difficult to correlate many of the words used with organisations [...]

The magic of Disney – now that’s what I call a Customer Experience!

I have often said in the past how lucky I am to have so many people share their customer experience stories with me. Sometimes the stories are difficult to hear. Sometimes the stories are inspiring. In all cases I believe that through the use of storytelling, it is possible to bring to life the significance of the customer [...]

Online Customer Reviews : “Sorry – Your review didn’t quite meet our guidelines”

This week I am delighted to feature a new guest blogger. Steve Drake is a Retail Director with a wealth of international and UK experience, across both the strategic and operational aspects of the customer experience mix.  His post is a personal story that questions the lack of transparency that some retailers have with their [...]

Missed opportunities and the ‘not my job’ attitude – how Customer Experience can go very wrong

Every week friends and family share stories with me. The stories are a reflection of what is happening in the real world - the world we all live in as consumers and customers. Whilst many of the stories are positive reflections of people doing great things, more often than not, the story is one that [...]

Our policy says… – Why sticking to the rules can lose you customers

Who was it that said 'rules were meant to be broken'? Depending on what you believe via the World Wide Web, the source ranges from a proverb, to General Douglas MacArthur to Richard Nixon. Wherever the phrase originated, when it comes to Customer Experience, it is one that is extremely apt. The question is, should [...]

What do you do with complaints? How increasing complaints in your service could increase your sales

Complaints. All of our companies receive them. We have all at some point made one ourselves. If you caught a glimpse of the recent Channel 4 TV series called 'The Complainers' recently, you will have seen that there are a group of people who positively thrive in actively looking for ways to make complaints about [...]

‘Could you care less?’ Why ‘caring’ is essential if you want to deliver great customer experiences

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 [...]

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