Resentment is a hard thing to shake off – think hard before you create it

Resentment. It is a pretty harsh word. It is a word that should most certainly NOT be on your mind when thinking about businesses and organisations that you interact with on a regular basis. However, over the last couple of weeks, a number of incidents that I personally have either experienced or read about have [...]

By |2015-04-13T13:30:29+01:00June 20th, 2013|Customer Journeys, General, Recovery|4 Comments

Customer Experience? ‘It’s more than my jobs worth!’

Few of you reading this blog post will not have seen one of these machines. Not many of you will have avoided having to use one in the last twelve months. My recent half term holiday with the family to Lanzarote saw me come into contact with  one such machine. The machine itself is not the [...]

By |2015-04-13T13:35:28+01:00February 26th, 2013|Customer Journeys, People|4 Comments
Go to Top