Customer Experience is Dead – The case for the defence (no it’s not!)

Two weeks ago I wrote a blog post suggesting that Customer Experience as a concept and a reality was very much dead. Citing three 'exhibits' as evidence, I made the case for there being no hope for the profession that I am proud to be a part of. Fuelled by the simple fact that consumers [...]

McDonalds and the 100 year old woman – a story of customer empathy, kindness & caring

This is Pauline Golding, pictured with her three great-grandchildren, Ciara, Caitie and Jack. On the 1st May my grandma celebrated her 100th birthday. To think that Pauline was born before the 1st World War started (just) is quite astonishing. To comprehend the experiences she has witnessed over the last 100 years is unfathomable. It is [...]

By |2015-04-13T13:21:08+01:00May 8th, 2014|Customer retention and loyalty, People|15 Comments
Go to Top