“Oh when you smilin’, when you smilin’ The whole world smiles with you” – do happy customers = better customer experiences?

I make no secret of the fact that I am a fan of ‘old fashioned values’ in the delivery of great Customer Experiences. Championed by the most customer centric brands in the world, such as the Ritz Carlton, the importance yet simplicity of ‘pleases’ and ‘thank yous’ cannot be underestimated in the effect they can [...]

Making the Customer Experience Magical – The Power of Surprising and Delighting Customers!

A great deal of my work as a Customer Experience Specialist involves the recounting of stories. Contrary to popular belief, not all of the stories I tell are of the negative variety! As students of Customer Experience will attest, the use of storytelling to ‘bring to life’ the benefits and consequences of ‘operationalising’ Customer Experience [...]

Have a nice day! Is the US better than the rest of the world when it comes to Customer Experience?

I think it is fair to say that the US is first to adopt and introduce many ‘things’ to the world. Whilst it is obviously not the only nation to invent and create; many innovations – especially those related to business and management principles - are very much led by US based organisations first. This [...]

People – Never Underestimate How Important They Are in the World of Customer Experience

Over the last few weeks, I am saddened to confirm that I have been on the receiving end of some shocking customer experiences. Only recently, I wrote a post describing my shambolic experiences in Zimbabwe and South Africa. Whilst many of the issues I faced were as a result of poorly designed and managed customer [...]

Re-defining NO! Re-focusing your people on the art of the possible

One of the most overused words in the English language is also one of the shortest. In the context of Customer Experience, it is extremely likely that this word is regularly used when an unsatisfactory experience is ‘endured’ by a customer. The word NO contains only two letters, yet its meaning can have serious ramifications [...]

JW Marriott Kuala Lumpur – Customer Experience Review

This is the second Customer Experience Review I have conducted in the last couple of weeks. Two weeks ago, I wrote my first review of a hotel – Wotton House in Surrey. If you have read that review, you will already know that the experience fell a long way short of meeting my expectations (you [...]

By |2015-04-13T13:19:59+01:00June 6th, 2014|Customer Journeys, CX Reviews, Travel|3 Comments
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