Thinking and acting in the interests of the customer. Have you enabled your people to do it?

I first started writing my blog six years ago. Since that time, I have crafted hundreds of articles – producing them, almost religiously, on a weekly basis. Regularly, I am asked how I generate the ideas behind the articles – ‘do I have a plan and schedule for the year?’. No – is the simple [...]

‘The ‘e’ in easyJet does not stand for empathetic’ – the real cost of sticking to the rules!

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 [...]

The Elms Hotel – Customer Experience Review

Anyone who is lucky enough to have a family with three or more children will be able to empathise with the age old problem of booking hotel accommodation. As the average family size in the UK has continued to rise (1 in 7 families with children in the UK have three or more children), the [...]

Loyalty Schemes: do they really work?

As we near the peak of the festive season, there are a number of annual rituals that I look forward to undertaking. Once presents have been opened and copious amounts of food and drink consumed, I settle in to the relative calm of the five days that separate Christmas and New Year. I have often [...]

By |2015-04-13T15:24:17+01:00December 22nd, 2014|Customer retention and loyalty, General|5 Comments

Customer Empathy – ignore it at your peril!

Have you ever looked up the definition of the word Empathy? I would suspect that you have not! It is not often that we take the time to read dictionaries!! If you read the definition above, it is also likely that you will find it difficult to correlate many of the words used with organisations [...]

I hate that roundabout! – How a road junction can act as an analogy for a bad customer experience

  Hangar Lane Gyratory System We all have road junctions that we hate driving in, around, or through. If you are reading this from the UK and have ever had the joy of driving around Hangar Lane in West London, you will know what I mean. An enormous multi-lane roundabout (with a Tube [...]

By |2015-03-30T11:26:37+01:00June 4th, 2014|Customer Journeys, CX Professionals, CX Strategy|1 Comment

Verified by Visa – security or stupidity? Are we unintentionally making customer experiences too inaccessible?

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. [...]

By |2015-04-13T13:22:39+01:00March 25th, 2014|Customer Journeys, Retail, Technology|6 Comments

‘Mind the Gap’ – Is the London Underground the greatest ever customer experience innovation?

As is often the case at the end of a long hard day, I collapsed on to the sofa to watch a little bit of television last night. I noticed that there was a programme on BBC2 at 9pm about the history of the London Underground. The programme was absolutely fascinating, and made me think completely [...]

‘Why would customers shop with us?’ – the question HMV should have asked!!

It gives me absolutely no pleasure to write a blog about an organisation that is in significant financial difficulty. It is at times like this that our thoughts should be with the employees that may not have employment for much longer, and the suppliers, some of whom run small companies, that will potentially be out [...]

By |2015-04-13T14:04:37+01:00January 15th, 2013|Customer Journeys, Retail|1 Comment

Who cares about ethics – Starbucks do now!! Never underestimate the power of consumer opinion

Unless you are living in a cave (or somewhere outside the UK), you will have noticed that a number of extremely well-known brands are getting a little bit of exposure at the moment. Google, Amazon and Starbucks are three multi national giants who have been 'highlighted' as not having paid 'enough' Corporation Tax in the UK. This [...]

By |2015-04-13T14:05:58+01:00December 4th, 2012|Customer retention and loyalty, CX Strategy|1 Comment
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