Resignation. Sufferance. Tolerance. Three words from the English dictionary. Three words that you would not typically want to associate with the subject of Customer Experience. Yet these three words are the ones that regularly go through my mind when I interact with organisations that if I had the choice, I would much rather NOT interact [...]
Never rest on your laurels (or your brand name)! How the Waldorf Astoria can serve as a lesson to all!
Doing what I do for a living, I am not easily shocked when I am exposed to unsatisfactory Customer Experiences - either my own, or those that are shared with me. This week, a good friend of mine shared a video clip that almost made me spit out the mouthful of coffee I had just [...]
Making life difficult for customers makes no sense at all! Case studies from Marriot Hotels and Debenhams
We are living in a world where consumer expectation is changing as rapidly as ever before. New technology is enabling people to do what they want, when they want to do it, wherever they happen to be. We crave speed, simplicity and consistency in our interactions. All around the world, this change in consumer expectation [...]
Explaining the power of customer expectation: stories of splashing sinks, free tea and broken curtains!
Last week was as manic as they get for me. Prague, Oxford, London and Copenhagen were all on my itinerary in a mad, exciting and fruitful five days. Despite all the travelling I do these days, I am still someone who gets excited about travelling to places I have never been before. I often do not get much [...]
‘Without customers you would not exist’ – an open letter to all CEOs on behalf of customers everywhere
Dear Chief Executive Officers (of all companies in all industries everywhere) I am writing this letter on behalf of your customers - consumers; businesses; young; old; male; female. For centuries, people have purchased goods and services from those able to provide things that are needed. From food to clothes to technology to construction to [...]
Over the last ten years, I have observed and been part of a tidal wave of focus on Customer Experience. Despite the fact that customer journeys have always existed (although few actually realised it) and customers have always been willing to give feedback, it is only since the start of the new millennium that organisations began [...]
It is the 15th August 2013. We are slap bang in the middle of holiday (vacation) season! Friends, family, colleagues and associates are travelling by train, planes, boats and buses to destinations near and far. Some will stay within easy reach of home, others will embark on exotic journeys half way around the world. I myself am [...]
As news breaks that the Duchess of Cambridge has gone in to early labour, the media furore that will ensure the world shares her joy (and pain) is already in full flow. With Our future King at her side, the Queen's third great-grandchild will very shortly be with us. There are few experiences that every [...]
What does this picture say to you? Trust me.....this is not a trick question. Let me hit you with some suggestions. It conjures up words to me such as 'relaxing'; 'sumptuous'; 'luxurious'; 'sensual' - exactly the kind of things that would make any woman (and some men) smile if they were given a Clarins facial as a gift. [...]
One of life's inevitabilities as a CX professional is that the subject of Ryanair will always come up in conversation at some point before, during or after a dinner party. For those of you who do not know them (and that will not be many of you), Ryanair is an Irish low-cost airline. Ryanair is [...]