Customer Experience – It’s pre-determined by culture!

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 [...]

By |2015-04-13T13:27:54+01:00August 16th, 2013|General, Travel|4 Comments

‘The managers promise’ – what do you commit to doing for your people?

'I promise to...' are three words commonly used in everyday life. From husband to wife (and vice versa); child to parent (often); company to customer (sometimes). Promises are broken as often as fulfilled, but they are made all the same. The intent is usually there, and that intent is a key driver of relationships. One [...]

By |2015-04-13T13:28:57+01:00July 24th, 2013|CX Strategy, People|1 Comment

Sometimes the experience just does not matter – the example of Sports Direct

You approach the front of the store with an element of trepidation. Unsure what will happen inside, you are weighing up the odds of coming out alive. It is like the latter stages of the famous children's book, We're Going on a Bear Hunt, as you tip toe into a deep dark cave, to be [...]

By |2015-04-13T13:30:34+01:00June 13th, 2013|Customer Journeys, Retail|13 Comments

Can I offer you a complimentary glass of Champagne sir? Now that is how to recover a customer experience!

A few weeks ago, I posted a blog about the exclusive London hotel, Claridges ( Inspired by the BBC2 documentary about the hotel, I wanted to share my views on what we could all learn from the wonderful service culture that underpins the whole establishment. What I saw on TV also inspired me to book [...]

By |2015-04-13T14:04:01+01:00January 28th, 2013|Customer retention and loyalty|2 Comments

Tesco: Hero or Villain – You Decide

For the last 20 years, Tesco has moved indomitably to become the UKs largest retailer. From being just a successful supermarket, Tesco now sells everything from mobile phones, to printer cartridges, to the latest designer fashions. Tesco even has its own bank. In becoming the giant it has today, Tesco stores have popped up like [...]

By |2015-04-13T14:08:35+01:00June 18th, 2012|Retail|1 Comment

John Lewis – are they still the best when it comes to customer experience and service?

For years, John Lewis along with Amazon and First Direct have been widely heralded as the shining examples of how to deliver excellent customer experiences. Recent benchmarking studies from Nunwood (referenced in this marketing week article - and Temkin Group ( back up what most of us recognise - that John Lewis are still believed to [...]

By |2015-04-13T14:08:43+01:00June 12th, 2012|Retail|0 Comments
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