When it comes to the subject of Customer Experience, there is one thing I can say with absolute certainty - if you make a promise or a commitment to a customer, you had better keep it! Telling a customer you are going to do something is as good as making a solemn vow. Making a [...]
I am often asked how I find so much to write about on the subject of Customer Experience. Happily and sadly too many organisations make it very easy. So many of us experience great things (less so) and awful things (too often) on a regular basis, that I am inundated with stories that bring to [...]
The summer holidays are upon us. Sun. Sea. Fabulous Food. Fun. Friends. I am sure there are many more words that spring to mind when thinking about holidays planned both at home and abroad. The words I have chosen to use are all positive ones - exactly what should be used when thinking about a [...]
Last week I had the pleasure of writing a Customer Experience Review on low cost airline Norwegian. I intentionally say 'the pleasure' as I was pleasantly surprised by the experience - not a common feeling I have in my experiences with airlines. I wrote the review after my outbound flight with them to Oslo. If [...]
Airlines of Europe beware!! There is a 'new kid on the block' - one that could potentially change the face of air travel. If you have not heard of Norwegian, it will not be long before the name of the Nordic airline is as common in 'budget' air travel as Ryanair or Easyjet. I flew [...]
At the weekend I was honoured to witness the wedding of a very dear friend of mine. It was a quite wonderful occasion from beginning to end. Those of us who have had the pleasure of attending a wedding (whether it be our own, or of others) have all seen the traditional exchange of wedding [...]
I am writing this blog post late into the night on the 30th April 2014. For a while I have intended writing a post that uses an airport as the analogy for getting the start and the end of the customer journey absolutely bang on. My experience this evening has meant that I must write [...]
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. [...]
I am asked many questions about customer experience on a weekly basis. Some questions are delivered face to face, others are in the virtual world. Whilst most questions are different, one or two sit in the box of 'most frequently asked'. One question that is firmly in this box is: Who in an organisation should [...]
Have you heard the term 'customer journey'? Silly question eh? It is becoming increasingly difficult to find anyone in business who has not heard the term. Hearing it and understanding it do not necessarily come hand in hand though. Whilst many hear 'customer journey' banded about as a term, there is still a very long [...]
