Do your people ‘make’ your Customer Experience? Monarch & Specsavers believe theirs do!

Do your people 'make' your company? Do your people 'make' your Customer Experience'? Two very simple, yet interesting questions that have been very publically brought to the fore by British airline, Monarch. Their new advertising campaign caught my attention a couple of weeks ago - it did so because I found it extremely unusual. Not [...]

By |2016-12-14T08:32:23+00:00December 14th, 2016|Customer retention and loyalty, CX Leadership, People|1 Comment

Communication, communication, communication! Why you cannot ‘over’ communicate when it comes to Customer Experience

I have written many times in the past about the importance of effective communication if an organisation has an intention to deliver consistently better Customer Experiences. Whilst much of my writing has been focused on the importance of the communication relationship between a company and the customer, I have not been as vocal about the almost [...]

By |2016-06-22T05:17:07+01:00June 22nd, 2016|Communication Channels, CX Strategy, People|2 Comments

Nice to meet you! How well do you know your colleagues?

I recently wrote an article for my column on CustomerThink entitled ‘How Well Do You Know Your Customer?’ – the premise was around the significance and necessity of creating customer personas. You can read the article here. If you do not want to read it, the conclusion to the article was that there is most [...]

Wotton House Hotel – Customer Experience Review

One of the occupational hazards of being a Customer Experience Specialist is that I have to travel a lot. Both in the UK and abroad, I am no stranger to the odd hotel. Sometimes selected by a client, sometimes selected by myself, the range of hostelries I have frequented over the years is extremely broad. [...]

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