The Customer Experience Reality Check! The case of Manchester Airport

Resignation. Sufferance. Tolerance. Three words from the English dictionary. Three words that you would not typically want to associate with the subject of Customer Experience. Yet these three words are the ones that regularly go through my mind when I interact with organisations that if I had the choice, I would much rather NOT interact [...]

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

Resentment is a hard thing to shake off – think hard before you create it

Resentment. It is a pretty harsh word. It is a word that should most certainly NOT be on your mind when thinking about businesses and organisations that you interact with on a regular basis. However, over the last couple of weeks, a number of incidents that I personally have either experienced or read about have [...]

By |2015-04-13T13:30:29+01:00June 20th, 2013|Customer Journeys, General, Recovery|4 Comments
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