Entries by Jerry

Disabilities teach us how to improve everyone’s experiences

It can be hard enough doing business with a company sometimes, let alone if we have some kind of physical or mental disability.  However, people who interact with the world in different ways can teach organisations a lot about creating the right customer experiences for them, other customers and – ultimately therefore – the balance […]

Do the good customer experiences obscure the bad ones for management?

As consumers we know that a company is only as good as the last experience we had with them.  But it does seem that some companies assume if they are able to give a good experience once, they are doing it every time, everywhere.  It’s obviously a very dangerous assumption. I’m often asked who we should […]

Who hangs around longer: complacent employees or valuable customers?

In the world we live in it seems to be very easy to over-complicate things; to make a cottage industry out of lots of stuff.  Inside a large corporate recently I saw a project managed by several highly-paid people whose goal was to document all the organisation’s other projects. So it’s not surprising that when […]

The role and challenges of the Customer Experience Professional

The varied and vital role played by customer experience professionals was put under the spotlight last week at the CXPA’s European Insight Exchange in London. Attended by CX practitioners from Spain, Finland, France, Ireland and Zimbabwe as well as the UK the event showed that wherever we are, the expectations of what customer experience people […]

John Lewis, npower and Ford – in very different places with customer experience

  Depending on the way you look at it, complacency is either the arch-enemy of customer experience or the reason it exists.  I’ve seen many a sceptical director shrug and say “Why bother? We’re making money so we must be doing it right”. Yet while the heart of customer experience might be more a way […]

Customer experience culture: Ford’s perspective

A customer-centric culture doesn’t happen simply because it’s on a presentation slide as a strategic pillar.  It’s a topic that risks being swamped by platitudes and theory so I was curious to hear Mark Fields, President and CEO of Ford Motor Company, talk about what the transformation to a customer experience culture looks like in reality. […]

Poor emails undo all the good brand work

We talk a lot about delivering the brand promise.  It’s one of the most critical balancing acts in the business strategy.  On the one hand, a very clear proposition so that everyone understands what they need to do and how.  On the other, what it feels like as a customer to be on the receiving […]

The future of airline passenger experience

The last two years have seen big steps forward in the airline passenger experience.  Some airlines doing great things in the name of creating a sustainable business. Others appear to be wedded to a get-rich-quick strategy.  So it’s not surprising that some have customers who help spread the good word while others feel they are […]

Passenger experience: managing disruption without disrupting relationships

The delicate, reciprocal balance of any alliance between airline and passenger shifts dramatically when there’s a planned or unplanned change in schedule. One party very quickly becomes totally dependent on the other to get them through the next few hours.  It puts the relationship on a knife-edge with the stakes and expectations equally high.    Get […]