Entries by Jerry

Why wouldn’t we make customer experiences easy?

Last week I had the pleasure of speaking at an event about how to nurture a customer-centric culture. One of the key issues I referenced is that too often we have a gap between the sky-high corporate ambition (such as “to be the world’s best customer experience company”) and the lower-altitude commitment to making that […]

Customer Experience says mind your own business

So we now know that United breaks customers as well as guitars. Knowing how your business treats its paying customers is one thing; understanding the impact it has on them is quite another. If the organisation is focused primarily on operational logistics, load factors and revenue per mile then such practices are going to be […]

Does the PRM label restrict airports’ thinking?

Does the PRM acronym need an upgrade to ensure any disabled passenger has an empathetic experience?   (This post first appeared as a guest blog for International Airport Review in March 2017). What’s in a name? A lot, it turns out. There is, for example, no shortage of airports who create a brand based on […]

Customer Journey Mapping, done. What next?

Here’s a familiar scenario in the customer journey mapping process.  Your workshops went well, everyone was engaged and the team is bursting with ideas. You added extra value by creating an environment where people from across all functions shared their behind-the-scenes stories. In doing so they learned a lot more about their own business, which […]

Keep customer journey mapping sessions on track and effective

Facilitating a customer journey mapping session for the first time can be daunting.  However, assuming you’ve invited the right people from across the business, and those who said they’d come do turn up, you should have an audience eager to get involved.  Even so, your collaborations have to work hard and show that the time […]