Sometimes the experience just does not matter – the example of Sports Direct

You approach the front of the store with an element of trepidation. Unsure what will happen inside, you are weighing up the odds of coming out alive. It is like the latter stages of the famous children's book, We're Going on a Bear Hunt, as you tip toe into a deep dark cave, to be [...]

By |2015-04-13T13:30:34+01:00June 13th, 2013|Customer Journeys, Retail|13 Comments

STRATEGY – MEASUREMENT – PEOPLE: a simple framework for managing customer experience

Understanding, managing and improving the customer experience is a skill set that has led to the formation of a new profession. The proliferation of customer experience professionals has led to the creation and adoption of a variety of methods, techniques and approaches to putting the customer at the heart of the organisation. Many 'customer experience [...]

Ryanair: the most consistent CX on the planet?

One of life's inevitabilities as a CX professional is that the subject of Ryanair will always come up in conversation at some point before, during or after a dinner party. For those of you who do not know them (and that will not be many of you), Ryanair is an Irish low-cost airline. Ryanair is [...]

By |2015-04-13T14:07:24+01:00September 10th, 2012|Customer retention and loyalty|5 Comments
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