Customer Effort – it’s real meaning through real stories (Vauxhall might want to read this!)

This is not the first time I have written about the concept of customer effort. I doubt it will be the last. A few months ago I shared a story that described my interaction with an organisation as a little like having a tooth extracted - you can read that particular story here. The important [...]

Enterprise Rent-A-Car – Customer Experience Review

The majority of readers of this Customer Experience Review are likely to have hired a car. Whether it be for business or holiday, hiring a car is commonplace all over the world. Over the years, I have hired a car from a variety of well know (and not so well-known) rental companies. Brand names like [...]

By |2015-04-13T15:37:28+01:00August 18th, 2014|CX Reviews|6 Comments

Customer Effort – it’s like pulling teeth!

If you have followed my blog posts for a while, you will know that I am a big believer in using my own experiences to demonstrate all aspects of customer experience management. Doing what I do for a living, I am not necessarily the easiest of customers to please - I would argue that I [...]

By |2015-04-13T13:26:46+01:00October 14th, 2013|Customer retention and loyalty|2 Comments

‘Got a problem? Get Tweeting!’ – the story of a fresh cream eclair without the cream!!

I am sure that the first thing that captured your attention when you saw this picture was my beautiful, almost 10-year-old, daughter Ciara. The second thing you will have noticed is the 'choux' pastry she is holding in front other face. Ciara is holding up the remains of a fresh cream chocolate éclair from Waitrose. Can you [...]

By |2015-04-13T13:33:43+01:00April 18th, 2013|Communication Channels, Social Media|4 Comments
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