DELTA Vs VIRGIN – a Customer Experience Comparison by Michael Bartlett

If you have been a follower of my writing for some time, you will know that I am no stranger to air travel! Having flown over 300 times in the last two years alone, I am well versed in the differences between airlines. In fact, one of my most read posts is a review I conducted [...]

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 |2018-09-13T11:16:49+00:00September 13th, 2016|Customer Journeys, CX Leadership, Recovery, Travel|4 Comments

Carolyn McCall, CEO, Easyjet – An Example of a Courageous Customer Focused Leader

Over the last few years, I have contacted a number of CEOs of organisations I have personally interacted with. Although I do not intentionally seek out experiences that fail to meet my expectations, on the occasion where I have an experience that really ‘irks’ me in some way, I feel that it is necessary to [...]

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 [...]

The Transparent Customer Experience: how measurement can benefit both company & customer

Honesty and transparency – two words that warm the cockles of my heart but that are not often associated with the world of business. I am writing this blog having just watched a Hollywood movie about the 2008 banking crisis – The Big Short, featuring Christian Bale, Steve Carell, Ryan Gosling and Brad Pitt is [...]

Have a nice day! Is the US better than the rest of the world when it comes to Customer Experience?

I think it is fair to say that the US is first to adopt and introduce many ‘things’ to the world. Whilst it is obviously not the only nation to invent and create; many innovations – especially those related to business and management principles - are very much led by US based organisations first. This [...]

Do you know what ‘it’ feels like? Why experiencing your customer AND employee journeys is so important!

Over the last few weeks, my wonderful wife Naomi and I have been having a debate about the difference between EMPATHY and SYMPATHY. Whether it be a discussion about family life or a discussion about work life, the ability to be both sympathetic and empathetic is extremely important. So what is the difference between these [...]

NO communication; NO bags; NO rooms; NO wifi!!! Customer Experience stories of unnecessary EFFORT, STRESS & INEPTITUDE

I am the first to acknowledge that in life and in business things go wrong. Nothing is ever 100% perfect. We have always lived on a planet where recovery, apology and compromise have become a part of the way humans interact. Anyone who expects perfection will only end up disappointed - although I may come across [...]

Ryanair ‘always getting better’ – has the world’s largest international airline really changed?

Some say that I am easily confused! So it may come as no surprise that I should write a blog post with a rather confusing headline. On the one hand I am referring to a well known brand as 'the world's largest' and on the other, I am asking whether or not they have changed. [...]