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Organisations waste time, money and effort if their approach to creating differentiated experiences is based on the very undifferentiated “Let’s walk a mile in our customers’ shoes”. Inspiration for […]
To have any credibility when talking with others about how “customer experience” can improve a business, it’s an obvious understatement to say that leading by example – understanding their issues […]
On my first day of my first proper job in the UK they called me “New York”. Not because I was energetic, intriguing or that I never slept but because, when […]
We have Customer Service; it’s what companies do to or for their customers. We have Customer Experience; you could say it’s what it’s really like to be on the receiving […]
(This was first posted as a guest blog for Custerian) If an organisation has customers, by definition it also has a customer experience whether it realises that or not. May […]
The philosophy behind customer experience has been around since cavemen first traded a club for a spear. It was simple then, as it is now. If you didn’t like who […]
In an age of big data and a seemingly endless capacity to produce and absorb information, one could be forgiven for believing that the end of the TLA, the three-letter […]
The sage advice “Don’t bite the hand that feeds you” needs no introduction but it clearly infers that one party is more needy than the other. It’s a sentiment that’s always […]
FBOs and charter airlines are in a strong position to capitalise on the belt-tightening consequences of recent economic conditions. That’s providing they are able to articulate their value in a […]
Everyone seems agreed that, like the complaints department, in theory the real aim of an in-house customer experience team should be to do itself out of a role. I say […]
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