The Customer Service and Experience Summit – a pan-European event focused solely on the changing face of customer experience and customer service

During the last ten years, I have attended many Customer Experience (CX) events around the globe. In the early part of that decade, I would always leave conferences with at least one ‘nugget’ of inspiration. As the decade moved on, the search for ‘gold’ has become tougher and tougher. I am therefore very excited to [...]

The cost of NOT focusing on Customer Experience

Last night, I received an email from a good friend of mine asking for my input into a question they had been asked by the senior leadership team of their organisation. The question was as follows: What value has our business experienced as a result of all the Customer Experience (CX) work that has been done? [...]

What does bad customer service do to a good business? Guest post by Elena Lockett

We like to talk about what good customer service (CS) can do for a business, but what about at the other end of the spectrum? What can bad cases of CS do to your business? Can it knock your customers’ belief in your brand? Or is it something you can easily recover from by planning [...]

Customer Experience in the Gulf Region – A Story of Continuous Improvement!

Over the last five years, I have had the great pleasure of visiting the Gulf Region on several occasions. Even though I have never quite managed to turn my visits into vacations, I have always found the people I have met and the places I have seen, to be immensely welcoming, accommodating and interesting. From [...]

Education, Education, Education – the real need for developing Customer Experience learning

As we approach the end of another calendar year, like many Customer Experience Specialists, I am asked a number of 'annual cyclical' questions that ask for my opinion on a number of things. One of those things is related to my key Customer Experience learning's for the year. I am not going to bore you with [...]

Customer Service; Customer Experience; Customer Centricity – what is the difference between them?

It is difficult to deny that these three terms are becoming increasingly visible in the language of business: Customer Service Customer Experience Customer Centricity I say that they are becoming increasingly visible - in reality, organisations have been throwing them all around like 'confetti' for many years now. To a degree, all of them have merged [...]

What do you do with complaints? How increasing complaints in your service could increase your sales

Complaints. All of our companies receive them. We have all at some point made one ourselves. If you caught a glimpse of the recent Channel 4 TV series called 'The Complainers' recently, you will have seen that there are a group of people who positively thrive in actively looking for ways to make complaints about [...]

Cafe Rouge – Customer Experience Review

This is the first time I have written a review about a restaurant. Although I am not a restaurant critic, I would love to be paid to eat out in the finest restaurants on a regular basis! Sadly, I will have to make do with producing my own independent reviews of my customer experiences and reap [...]

British Airways – Customer Experience Review

I recently wrote a Customer Experience Review of Ryanair. Whilst the results were not spectacular, elements of the experience surprised me. It is without any planned intent that I am now able to write another review about an airline. Whilst I travelled with British Airways last week for business (rather than ‘pleasure’ as I did with Ryanair [...]

Ryanair – Customer Experience Review

It is important for me to admit at the start of this review that I have never been an advocate of Ryanair. Many have heard me state that I would rather swim than use the airline that has built a reputation over the years for putting the balance sheet a long way ahead of its customers [...]

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