Just because its LEGAL, does not mean its RIGHT! The importance of openness & transparency in Customer Experience

There are many things that have bugged me for many years when it comes to Customer Experiences that I have had as a consumer. Although I recognise I may not be your average 'customer', a lot of the things that bug me, also bug others. For example, it is very common for me to be [...]

The wonderful sound of Customer Experience: Tales from South Africa

When I became an independent Customer Experience Specialist in 2012, I could scarcely have imagined where my chosen career, my passion, would take me. As of today, I have visited 23 different countries all over the globe - talking about; teaching; consulting; guiding; and sharing thoughts, experiences, knowledge, tools and techniques on the profession that [...]

Lessons in authentic leadership from ao.com: It’s not First Time Resolution – it’s Personal Resolution!

Social media has truly changed our lives in so many ways. For me personally, the last few days have demonstrated how the influence of what we see online has affected the way businesses operate. I had the pleasure of delivering a keynote speech at an event for a financial services company on Thursday. I was invited [...]

Shopper Centricity: re-designing the high street store customer experience

This is not the first time I have written about bricks and mortar retail stores. The British high street has been under significant pressure for many years now - I have documented its demise since I started writing three years ago - you can read my opinions in the following posts: I’m not paying to [...]

By |2015-04-13T13:13:57+01:00March 17th, 2015|Channels, Customer Journeys, CX Strategy, Retail, Technology|0 Comments

Falling out of love with John Lewis – even the best find it tough to deliver consistently good customer experiences

This is not the first time I have written about John Lewis. A British retailer recognised by many as the epitome of a people (customers and employees) focused brand, their challenge for a long time has been to maintain their position as a Customer Experience leader for others to look up to and admire. Founded [...]

‘Happy Birthday Mr Glodnig’!! How NOT to create a good impression with customers!

In life there are a number of certainties. The annual celebration of our birth is one of them. For me, the 6th December each and every year marks my birthday. When it comes to the world of Customer Experience, there are also a number of certainties that can be counted on. John Lewis being recognised [...]

1914 Vs 2014: When was the best time to be a customer?

Two years ago my family and I were fortunate and honoured to participate in a BBC1 'living history' programme called Turn Back Time: the Family. An experience like no other, we were transported back in time to the turn of the 20th century to find out how life was like for our ancestors. The essence [...]

By |2015-04-13T15:32:52+01:00October 31st, 2014|Channels, Customer Journeys, Retail|3 Comments

Shareholder or Customer First? The difference between Tesco and Amazon

October 2014 was not the best day to be a shareholder of two of the world’s retail giants. Tesco continued their unfortunate journey from world domination to public implosion. The company who convinced the UK and beyond that ‘every little helps’ are going to need all the help they can get to fight through their [...]

By |2015-04-13T15:33:13+01:00October 24th, 2014|Customer retention and loyalty, CX Strategy, Retail|7 Comments

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 [...]