Do you know what ‘it’ feels like? Why experiencing your customer AND employee journeys is so important!

Over the last few weeks, my wonderful wife Naomi and I have been having a debate about the difference between EMPATHY and SYMPATHY. Whether it be a discussion about family life or a discussion about work life, the ability to be both sympathetic and empathetic is extremely important. So what is the difference between these [...]

The simplicity of a smile – it’s great for you and your customers!

Smiling - we all do it. Some of us do it more than others, but it is very likely that we will all smile at some point today. There are actually some very interesting facts about the facial expression we take for granted: Forcing yourself to smile can improve your mood Smiling boosts your immune [...]

By |2015-04-13T15:36:46+01:00September 1st, 2014|Customer Journeys, People, Travel|2 Comments

Memories – which ones are you creating?

A few years ago I delivered a customer experience presentation to a large group of senior leaders within an organisation. The focus of the presentation was to enable them to focus on the significance of the things customers remember. In the hustle and bustle of the business environment, we often do not take the time [...]

By |2015-04-13T14:07:55+01:00July 31st, 2012|General|2 Comments
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