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How to turn a great customer experience into a terrible one: Hammonds, the...
I am often asked how I find so much to write about on the subject of Customer Experience. Happily and sadly too many organisations make it very easy. So many of us experience great things (less so)...
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Authenticity – the key to unlocking the greatest Customer Experiences?...
Over the last few years I have become a bit of a ‘closet geek’ when it comes to dictionary definitions! It is not often that you choose to pick up a dictionary (or search online these days) to...
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Broken Promises: the easiest way to destroy the Customer Experience!
When it comes to the subject of Customer Experience, there is one thing I can say with absolute certainty – if you make a promise or a commitment to a customer, you had better keep it! Telling a...
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Personal; Reliable; Trusting – Customer Experience Lessons from Independent...
When it comes to delivering consistently good Customer Experiences, it appears as though bigger is definitely not necessarily better! Over the last decade, independent businesses have increasingly...
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They say elephants never forget… but what about customers?
It is extremely likely that we have all heard the phrase ‘an elephant never forgets’ at some point in our lives. Like many well known sayings, it is also likely that you have never questioned whether...
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Irrelevance & Ignorance? NPower, BHS & Moonpig add fuel to the CX Fire!
I am still regularly asked if this ‘Customer Experience thing’ is really a ‘thing’ at all. Despite the growing waves of publicly available evidence that proves the positive effect a customer centric...
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Waterstones – Is it right to do whatever it takes to improve the business AND...
I like writing articles that pose a question in the title. When I read articles written by others who also use this technique, I am very tempted to answer the question before reading any further. If...
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Transform or Die! Business Transformation is No Longer Optional
We live in a business world full of disruption. Whether you work in financial services, manufacturing, logistics or retail, no business today can ignore the rapid pace of change facing us all. Very...
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The current state of Customer Experience in Retail: The ForeSee Experience...
The business world as we have always known it is changing. Many would argue that is always has been – changing that is. Since the dawn of time, human beings have been interacting with each other,...
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The lost suitcase – the sad reality of customer experience evolution
According to Wikipedia, the term, ‘seven year itch’ can be described as follows: The seven-year itch is a psychological term that suggests that happiness in a relationship declines after around year...
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