As I quite literally travel the world talking, listening and working with individuals and organisations who have an interest in Customer Experience, I am regularly asked who the world's 'best' Customer Experience brands are. 'Who is good at CX?' is a pretty typical question. It is a good question to ask and one that I [...]
Unless you are living in a cave (or somewhere outside the UK), you will have noticed that a number of extremely well-known brands are getting a little bit of exposure at the moment. Google, Amazon and Starbucks are three multi national giants who have been 'highlighted' as not having paid 'enough' Corporation Tax in the UK. This [...]
This weekend I received an email from Starbucks. The title of the email was 'My Starbucks Idea'. I was made aware of this initiative a couple of years ago - a genuine proactive initiative to involve customers in a discussion to essentially make Starbucks better. A tool to ensure that customer feedback is used positively and [...]
