Heaven or Hell? What Customer Experience vacation memories do you have this year?

Since I have been writing, summer holidays have been a regular feature in my posts. As someone who tends to use his own experiences to bring the principles of Customer Experience to life, this is not surprising! The following are my five favourite articles to date: 'We only want one room!' Will your summer holiday [...]

By |2018-09-13T11:16:49+01:00September 13th, 2016|Customer Journeys, CX Leadership, Recovery, Travel|4 Comments

Buying shoes online or buying a car – which is the better customer experience?

There are a finite number of significant purchases we will make during our adult lives. By 'significant', I mean a purchase that has a minimum of four figures in it, with the first figure likely to be greater than 2. The first of these purchases will probably be the acquisition of our first vehicle - either [...]

‘We only want one room!’ Will your summer holiday experiences create the right memories?

As the UK basks in glorious sunshine, many of us have already got into the summer holiday spirit. With the school holidays here or about to commence, suntan lotion is being stocked up, new bikinis and swimming costumes being purchased, and plenty of reading material is being downloaded onto Kindles. Whilst it is impossible to [...]

By |2015-04-13T13:29:11+01:00July 16th, 2013|Customer Journeys, Travel|7 Comments

‘Up-selling = No-selling’ – how Clarins may be damaging their customers experience

What does this picture say to you? Trust me.....this is not a trick question. Let me hit you with some suggestions. It conjures up words to me such as 'relaxing'; 'sumptuous'; 'luxurious'; 'sensual' - exactly the kind of things that would make any woman (and some men) smile if they were given a Clarins facial as a gift. [...]

How did he do that!!! – Great experiences come in all shapes and sizes!

This handsome young man is called Daniel Rhodes. Last weekend at my wife Naomi's 40th birthday celebrations, Dan (as he prefers to be called) literally wowed everyone he met. At 9 years old, there is no doubting that he has a huge talent. There is no doubting that he will become extremely well-known (hopefully). But what [...]

By |2015-04-13T14:04:34+01:00January 16th, 2013|Customer Journeys, People|2 Comments
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