I am very lucky to live in a beautiful city in the North West of England. Yes… I am not actually there as often as I would like, but when I am, I do not take for granted that my children are being raised in a lovely environment. Founded as a Roman Fort in 79 [...]
Allow me to start this post by asking a question. What happens when two Customer Experience Professionals visit a restaurant together for the first time? Whilst this is not the opening line to a bad joke, I can already anticipate your 'snorting' and 'chuckling' from here! 'A right royal pain in the butt', is most [...]
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 [...]
On the 3rd October 2017, in celebration of Global CX Day, I wrote an article entitled, 'What Does it Take to be a Customer Experience Professional'. It is not the first time and will most certainly not be the last time I write about the significance of the profession that has become my vocation AND [...]
This post is part of the Customer Experience Professionals Association’s Blog Carnival celebrating customer experience. It’s part of a broader celebration of Customer Experience Day 2017. Check out posts from other bloggers at the blog carnival. And learn more about CX Day at: http://cxday.org On the 3rd October 2017, the world will once again celebrate [...]
This post is part of the Customer Experience Professionals Association’s Blog Carnival celebrating customer experience. It’s part of a broader celebration of Customer Experience Day 2017. Check out posts from other bloggers at the blog carnival. And learn more about CX Day at: http://cxday.org Last week I had the honour of being a judge at [...]
Last week, on more than one occasion, most of us would have heard someone saying, writing or shouting, words to the effect of ,"I just need Ryanair to get me to xxx!" Getting passengers to their chosen destination is the most basic of basic needs an airline is expected fulfil. In yet another PR disaster [...]
As we head into the middle of September, as many people are reaching towards the back of their wardrobes to find their winter jumpers as are looking for their shorts and t-shirts. Whether you are revelling in the thought that summer is coming, or despairing at the reality of short days and long nights, the [...]
Looking back through my articles over the last few months, a great number have made the connection between strong, customer centric leadership and the ability to drive an effective and sustainable approach to Customer Experience. It is no secret that I am a huge admirer of Jeff Bezos, the founder of Amazon – in May [...]
A perennial problem for any Customer Experience Professional around the world is to find an effective way to engage people with the significance of the subject. Whilst many profess to ‘get’ Customer Experience (CX), they tend to do so instinctively, intuitively and accidentally. In other words, they ‘understand’ what CX is, but do not [...]
