People – Never Underestimate How Important They Are in the World of Customer Experience

Over the last few weeks, I am saddened to confirm that I have been on the receiving end of some shocking customer experiences. Only recently, I wrote a post describing my shambolic experiences in Zimbabwe and South Africa. Whilst many of the issues I faced were as a result of poorly designed and managed customer [...]

The simplicity of a smile – it’s great for you and your customers!

Smiling - we all do it. Some of us do it more than others, but it is very likely that we will all smile at some point today. There are actually some very interesting facts about the facial expression we take for granted: Forcing yourself to smile can improve your mood Smiling boosts your immune [...]

By |2015-04-13T15:36:46+01:00September 1st, 2014|Customer Journeys, People, Travel|2 Comments

‘The lost suitcase and a grumpy old man’ – a story about employee engagment

Customer centric organisations tend to have a number of things in common. They typically have management teams who collectively believe in the importance of doing things with customers interests firmly in mind. They usually design their customer journey(s) to meet and exceed customer expectation. They often recognise that getting things wrong may happen, but that correcting them is [...]

By |2015-04-13T13:23:26+01:00February 17th, 2014|Customer Journeys, People, Travel|3 Comments

What irritates customers most? The top five irritations revealed!

A few weeks ago, I decided to conduct some independent research. I wanted to know what was really important to us as customers of organisations, and was very excited to produce a blog post revealing the 'top five' things we want earlier this month - The research asked 4 further questions: What irritates you most as [...]

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