Customer Effort: How to Make Things Difficult for Customers, by Premier Inn

This is the not the first article I have written about the subject of Customer Effort. In 2014, I wrote a story that still makes me break out in a cold sweat today. On that occasion, Vauxhall provided the case study to bring Customer Experience ‘theory’ to life. You can read the story here… In [...]

NO communication; NO bags; NO rooms; NO wifi!!! Customer Experience stories of unnecessary EFFORT, STRESS & INEPTITUDE

I am the first to acknowledge that in life and in business things go wrong. Nothing is ever 100% perfect. We have always lived on a planet where recovery, apology and compromise have become a part of the way humans interact. Anyone who expects perfection will only end up disappointed - although I may come across [...]

Customer Effort – it’s real meaning through real stories (Vauxhall might want to read this!)

This is not the first time I have written about the concept of customer effort. I doubt it will be the last. A few months ago I shared a story that described my interaction with an organisation as a little like having a tooth extracted - you can read that particular story here. The important [...]

Verified by Visa – security or stupidity? Are we unintentionally making customer experiences too inaccessible?

As a consumer, there are occasions when I am interacting with an organisation that my heart genuinely sinks. There are times when I think to myself, 'oh no - not again'. Sometimes I will even express my despair out loud. More often than not, the cause of my anguish is driven by poor customer service. [...]

By |2015-04-13T13:22:39+01:00March 25th, 2014|Customer Journeys, Retail, Technology|6 Comments

Customer Effort – it’s like pulling teeth!

If you have followed my blog posts for a while, you will know that I am a big believer in using my own experiences to demonstrate all aspects of customer experience management. Doing what I do for a living, I am not necessarily the easiest of customers to please - I would argue that I [...]

By |2015-04-13T13:26:46+01:00October 14th, 2013|Customer retention and loyalty|2 Comments
Go to Top