Customer V Owner – Who wins? You decide! (in other words, is the customer always right?!)

I am very lucky to live in a beautiful city in the North West of England. Yes… I am not actually there as often as I would like, but when I am, I do not take for granted that my children are being raised in a lovely environment. Founded as a Roman Fort in 79 [...]

Customer Engagement: a masterclass from United Biscuits

Anyone who knows me will tell you that I love a good story. Storytelling is such a powerful way of bringing theories and concepts to life - if you are good at it, the use of stories as a way of inspiring others is second to none. Over the years, I have told a fair number [...]

The magic of Disney – now that’s what I call a Customer Experience!

I have often said in the past how lucky I am to have so many people share their customer experience stories with me. Sometimes the stories are difficult to hear. Sometimes the stories are inspiring. In all cases I believe that through the use of storytelling, it is possible to bring to life the significance of the customer [...]

‘Don’t judge a book by its cover’ – Justin King’s response

Many of you that read the blog post featuring the experience of Helen Kewell ( will be extremely interested to know if Sainsburys responded to the blog. You have probably guessed by the title of this post that they did. To their credit, Sainsburys responded very quickly, advising that it would be passed directly to their [...]

Can I offer you a complimentary glass of Champagne sir? Now that is how to recover a customer experience!

A few weeks ago, I posted a blog about the exclusive London hotel, Claridges ( Inspired by the BBC2 documentary about the hotel, I wanted to share my views on what we could all learn from the wonderful service culture that underpins the whole establishment. What I saw on TV also inspired me to book [...]

By |2015-04-13T14:04:01+01:00January 28th, 2013|Customer retention and loyalty|2 Comments

CX Humility – recovering a bad situation well is as important as getting it right first time

Unless you have been living in a cave, you will be aware of the significant issues experienced by Nat West Bank recently. Significant is definitely the word. Thousands of customers were unable to access their funds, causing untold number of problems. I heard stories on the radio of customers’ house deals falling through because they [...]

By |2015-04-13T14:08:19+01:00July 15th, 2012|Recovery|1 Comment
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