‘The ‘e’ in easyJet does not stand for empathetic’ – the real cost of sticking to the rules!

The summer holidays are upon us. Sun. Sea. Fabulous Food. Fun. Friends. I am sure there are many more words that spring to mind when thinking about holidays planned both at home and abroad. The words I have chosen to use are all positive ones - exactly what should be used when thinking about a [...]

Our policy says… – Why sticking to the rules can lose you customers

Who was it that said 'rules were meant to be broken'? Depending on what you believe via the World Wide Web, the source ranges from a proverb, to General Douglas MacArthur to Richard Nixon. Wherever the phrase originated, when it comes to Customer Experience, it is one that is extremely apt. The question is, should [...]

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