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 Pauline Golding, pictured with her three great-grandchildren, Ciara, Caitie and Jack. On the 1st May my grandma celebrated her 100th birthday. To think that Pauline was born before the 1st World War started (just) is quite astonishing. To comprehend the experiences she has witnessed over the last 100 years is unfathomable. It is [...]
This is a tale that readers of my blog are likely to empathise with. It is a tale of large organisations who purport to talk of delivering 'world class' customer service, and continuously improving customer experiences. It is a tale which shows that however hard they convince themselves that they are 'customer focussed', they still [...]
