Break the rules Archives

‘The ‘e’ in easyJet does not stand for empathetic’ – the real cost of sticking to the rules!
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‘The ‘e’ in easyJet does not stand for empathetic’ – the real cost of sticking to the rules!

Customer Journeys, Customer retention and loyalty, Recovery, Travel

‘The ‘e’ in easyJet does not stand for empathetic’ – the real cost of sticking to the rules!

The summer holidays are upon us. Sun. Sea. Fabulous Food. Fun. Friends. I am sure there are many more words that spring to mind when thinking about holidays planned both at home and abroad. The words I have chosen to use are all positive ones - exactly what should be used when thinking about a [...]

By Ian Golding|2015-08-04T07:24:59+01:00August 4th, 2015|Customer Journeys, Customer retention and loyalty, Recovery, Travel|16 Comments

Our policy says… – Why sticking to the rules can lose you customers
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Our policy says… – Why sticking to the rules can lose you customers

Customer Journeys, Customer retention and loyalty, Recovery, Retail

Our policy says… – Why sticking to the rules can lose you customers

Who was it that said 'rules were meant to be broken'? Depending on what you believe via the World Wide Web, the source ranges from a proverb, to General Douglas MacArthur to Richard Nixon. Wherever the phrase originated, when it comes to Customer Experience, it is one that is extremely apt. The question is, should [...]

By Ian Golding|2015-04-13T13:19:02+01:00July 1st, 2014|Customer Journeys, Customer retention and loyalty, Recovery, Retail|10 Comments