Many dinner table conversations about customer experience will end up talking about the airline industry. It is almost impossible to find a human who does not have an airline 'story' - and most of the time the stories are not particularly positive. An industry that appears to be amongst the most glamorous has consistently struggled [...]
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 [...]
Smiling - we all do it. Some of us do it more than others, but it is very likely that we will all smile at some point today. There are actually some very interesting facts about the facial expression we take for granted: Forcing yourself to smile can improve your mood Smiling boosts your immune [...]
Customer feedback comes in many different forms. Often sought out by companies, it can be captured via email, web pop up or telephone surveys. It can be recorded in face to face customer focus groups or received in person before, during or after an interaction with a customer. Some still leave good old-fashioned paper forms [...]
Two weeks ago I wrote a blog post suggesting that Customer Experience as a concept and a reality was very much dead. Citing three 'exhibits' as evidence, I made the case for there being no hope for the profession that I am proud to be a part of. Fuelled by the simple fact that consumers [...]
This is the second Customer Experience Review I have conducted in the last couple of weeks. Two weeks ago, I wrote my first review of a hotel – Wotton House in Surrey. If you have read that review, you will already know that the experience fell a long way short of meeting my expectations (you [...]
Over the last ten years, I have observed and been part of a tidal wave of focus on Customer Experience. Despite the fact that customer journeys have always existed (although few actually realised it) and customers have always been willing to give feedback, it is only since the start of the new millennium that organisations began [...]
One of the occupational hazards of being a Customer Experience Specialist is that I have to travel a lot. Both in the UK and abroad, I am no stranger to the odd hotel. Sometimes selected by a client, sometimes selected by myself, the range of hostelries I have frequented over the years is extremely broad. [...]
I recently wrote a Customer Experience Review of Ryanair. Whilst the results were not spectacular, elements of the experience surprised me. It is without any planned intent that I am now able to write another review about an airline. Whilst I travelled with British Airways last week for business (rather than ‘pleasure’ as I did with Ryanair [...]
I am writing this blog post late into the night on the 30th April 2014. For a while I have intended writing a post that uses an airport as the analogy for getting the start and the end of the customer journey absolutely bang on. My experience this evening has meant that I must write [...]
