Clik here to view.
CX Humility – recovering a bad situation well is as important as getting it...
Unless you have been living in a cave, you will be aware of the significant issues experienced by Nat West Bank recently. Significant is definitely the word. Thousands of customers were unable to...
View ArticleClik here to view.
Whoops!! Why saying sorry to customers is not always enough
It is impossible to get everything right 100% of the time – that is a fact. As a Lean Six Sigma Master Black Belt (yes that is a genuine ‘qualification’), I learned a long time ago that perfection is...
View ArticleClik here to view.
18 hours – how a loaf of bread helped improve the customer experience
It is no secret that I am a fan of Twitter. A regular ‘tweeter’ I have grown to be a fan over the last couple of years. Not only does it allow me to get up to the minute information on essential news...
View ArticleClik here to view.
Resentment is a hard thing to shake off – think hard before you create it
Resentment. It is a pretty harsh word. It is a word that should most certainly NOT be on your mind when thinking about businesses and organisations that you interact with on a regular basis. However,...
View ArticleClik here to view.
@Morrisons customer service: Fluke or designed to delight?
At the end of May 2013, I wrote a blog post about a loaf of bread. Whilst this might sound rather odd to those of you who have not had the chance to read it, the loaf of bread itself was not the...
View ArticleClik here to view.
‘Could you care less?’ Why ‘caring’ is essential if you want to deliver great...
This is a tale that readers of my blog are likely to empathise with. It is a tale of large organisations who purport to talk of delivering ‘world class’ customer service, and continuously improving...
View ArticleClik here to view.
What do you do with complaints? How increasing complaints in your service...
Complaints. All of our companies receive them. We have all at some point made one ourselves. If you caught a glimpse of the recent Channel 4 TV series called ‘The Complainers’ recently, you will have...
View ArticleClik here to view.
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...
View ArticleClik here to view.
Missed opportunities and the ‘not my job’ attitude – how Customer Experience...
Every week friends and family share stories with me. The stories are a reflection of what is happening in the real world – the world we all live in as consumers and customers. Whilst many of the...
View ArticleClik here to view.
Online Customer Reviews : “Sorry – Your review didn’t quite meet our guidelines”
This week I am delighted to feature a new guest blogger. Steve Drake is a Retail Director with a wealth of international and UK experience, across both the strategic and operational aspects of the...
View ArticleClik here to view.
The magic of Disney – now that’s what I call a Customer Experience!
I have often said in the past how lucky I am to have so many people share their customer experience stories with me. Sometimes the stories are difficult to hear. Sometimes the stories are inspiring....
View ArticleClik here to view.
Customer Empathy – ignore it at your peril!
Have you ever looked up the definition of the word Empathy? I would suspect that you have not! It is not often that we take the time to read dictionaries!! If you read the definition above, it is also...
View ArticleClik here to view.
Customer Effort – it’s real meaning through real stories (Vauxhall might want...
This is not the first time I have written about the concept of customer effort. I doubt it will be the last. A few months ago I shared a story that described my interaction with an organisation as a...
View ArticleClik here to view.
What is wrong with Virgin Media? a story of pain, frustration and dreadful...
If you are a regular reader of my blog, you will be aware that I am regularly referred to stories of both great and not so great Customer Experiences. As I am a big believer in the use of stories to...
View ArticleClik here to view.
What happens if your company overreacts? Your customers exert unnecessary...
Last week I had the pleasure of writing a Customer Experience Review on low cost airline Norwegian. I intentionally say ‘the pleasure’ as I was pleasantly surprised by the experience – not a common...
View ArticleClik here to view.
The epic failings of Emirates: are brands really trying hard enough when it...
As someone who spends his life eating, talking, breathing, writing and generally living everything to do with Customer Experience, it is inevitable that on occasion I may get tagged as a serial...
View ArticleClik here to view.
The customer is not always right…..BUT be careful how you respond when you...
It is very likely you have not heard of 47 King Street West – a French restaurant based in Manchester in the UK. Although you may not have heard of it, it is possible that the eatery will become...
View ArticleClik here to view.
Enterprise-Rent-a-Car: How to turn a ‘promoter’ into a ‘detractor’ in 1,2,3!
It fills me with no joy to have to write a post about companies that have delivered unacceptable Customer Experiences. It fills me with even less joy to have to do so about an organisation that I have...
View ArticleClik here to view.
Lessons in authentic leadership from ao.com: It’s not First Time Resolution –...
Social media has truly changed our lives in so many ways. For me personally, the last few days have demonstrated how the influence of what we see online has affected the way businesses operate. I had...
View ArticleClik here to view.
‘Yes you can!’ – Doing the right thing for customers does not have to be...
For the last three years, anyone who has followed my writing exploits will be fully aware that I am keen on sharing a story or two…or three…or four!! I have always believed that a good story can bring...
View Article
