How NOT to ask for customer feedback: a shocking example from Sky TV

Having been involved in the world of Customer Experience for many years, nothing should really surprise me - I have very much witnessed the good, the bad and the ugly of business behaviour. However (there is usually one of those in my posts!!), every now and then, something happens to me or someone in my network [...]

What makes the the worlds #1 Customer Experience brands?

As I quite literally travel the world talking, listening and working with individuals and organisations who have an interest in Customer Experience, I am regularly asked who the world's 'best' Customer Experience brands are. 'Who is good at CX?' is a pretty typical question. It is a good question to ask and one that I [...]

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