They say elephants never forget… but what about customers?

It is extremely likely that we have all heard the phrase 'an elephant never forgets' at some point in our lives. Like many well known sayings, it is also likely that you have never questioned whether or not this is actually true. According to many resources, the saying is pretty accurate - have a read [...]

Loyalty Schemes: do they really work?

As we near the peak of the festive season, there are a number of annual rituals that I look forward to undertaking. Once presents have been opened and copious amounts of food and drink consumed, I settle in to the relative calm of the five days that separate Christmas and New Year. I have often [...]

By |2015-04-13T15:24:17+01:00December 22nd, 2014|Customer retention and loyalty, General|5 Comments

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

‘Mind the Gap’ – Is the London Underground the greatest ever customer experience innovation?

As is often the case at the end of a long hard day, I collapsed on to the sofa to watch a little bit of television last night. I noticed that there was a programme on BBC2 at 9pm about the history of the London Underground. The programme was absolutely fascinating, and made me think completely [...]

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