Little things versus Wow customer experiences
Having real coat hangers in the wardrobe of a hotel-room might not make a Wow customer experience or a Moment of Magic. But, it’s a great illustration of how small things […]
Author Archive for: jerry-angrave
About Jerry
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But we are proud to say that Jerry contributed 63 entries already.
Entries by Jerry
Customer experience reveals segmentation limits
By applying a little customer experience scrutiny to traditional segmentation models we see their limitations. Being more empathetic with real people rather than grouping customers with similar profiles helps turn […]
Three effective open questions to ask customers
Organisations have an insatiable appetite for customer feedback and with good reason. Asking effective open questions, however, is easier said than done. Customers are being asked several times a day […]
Gaming the customer experience measurement system: why?
The credibility of customer experience is at risk from employees who game the measurement system. They are motivated to play the system because their performance management reviews depend on it. […]
British Gas and United: learnings from their customers with special needs
Companies who treat Special Needs customers with genuine empathy, supported by internal engagement and education, not only do the right thing but see benefits for all their other customer segments too. […]
Voting for customer experience, one small step at a time
The build-up to this week’s election in the UK has been rooted in uncertainty. If the media reports are to be believed, no single party has been persuasive enough to […]
There’s no need to measure customer effort
Do we need to measure customer effort? The presence of any effort should be enough to set alarm bells ringing. Knowing a score out of 10 or tracking a percentage […]
The power of unexpected customer experiences
The environment in which we go about about our daily lives tends to be a familiar one. For better or worse, we generally know what to expect. We have in-built […]
Customer Experience – what’s your problem?
What’s your problem with customer experience? Or, to put it another way, what is it that gets in the way of designing and implementing an effective customer experience strategy? […]
Customer experience research; turning brands into favourite brands
This research post is about which companies have used customer experience to turn their brands into favourite brands, and how that happens. I am delighted to have co-authored it with Ian […]
What we do
Latest customer experience blogs
- Customer Experience: we must make our moment count08/04/2024 - 5:08 pm
- Customer-centric cultures (or not, as the case may be)15/12/2023 - 9:11 am
- Passenger Experience: looking back at the World Aviation Festival13/10/2022 - 3:47 pm
- Securing buy-in for Customer Experience04/02/2021 - 9:09 am
- The real purpose of customer journey mapping09/12/2020 - 5:38 pm
- Customer Journey Mapping – as relevant and as possible as ever18/09/2020 - 8:09 am
Contact Jerry Angrave
by phone: +44 (0) 7917 718 072
email: [email protected]
LinkedIn.com/in/jerryangrave/