Passenger experiences and what they say to each other
Airports and the people who use them want different versions of the same thing from the passenger experience. Whether we’re transiting through one or managing one, the common need is […]
Author Archive for: jerry-angrave
About Jerry
This author has not written his bio yet.
But we are proud to say that Jerry contributed 63 entries already.
Entries by Jerry
The job of the customer experience manager
The need to improve customer experiences has been around since cavemen traded rocks for fish. And as our understanding of complex customer experience issues has grown, so too have the opportunities […]
Customer experience without trust is costly
The new challengers in the energy market must be thanking the so-called “Big 6” for making their job easier. A report just out by Which? shows the polar extremes of […]
Customer experience and lawyers
United Airlines threw a new perspective into the debate about where responsibility for customer experience sits when it handed accountability to its General Counsel. In an unusual move, United […]
Did City Link’s customer reviews predict failure?
Customer experience reviews are a rich source of information for companies wanting to improve. They also contain vital signals for companies needing to survive. On Christmas Eve, the UK parcel courier […]
The gift of engaging customer experiences
Customer experiences that are genuinely engaging are the gift organisations desperately want to receive. And it’s for life, not just for Christmas. Some receive because first they give. There are others who […]
Assessing the shape of customer experiences
To assess customer experiences is to embark on a complex but profitable journey. The desire to make improvements is compelling and yet the starting point and finish line are not […]
Customer experience in the boardroom
Corporate change leads investors to rethink the potential for future income streams. But, by putting customer experience in the boardroom, can it improve that decision-making process? This week has seen […]
The best and the worst of customer experiences
In Europe this week, the travel industry provided me with two quick stories that illustrate the best and worst of customer experiences. The first was a perfect example of ease […]
Improving customer experiences: when WOW! stands for Waste Of Work
In seeking a point of differentiation, the creation of a Wow! moment in the customer experience is an admirable strategy. But whatever makes us say “Wow!”, what is more likely […]
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]
Twitter: @jerryangrave
LinkedIn: uk/jerryangrave