Customer Journeys, CX Culture, CX Leadership, CX Professionals, CX Strategy 07/08/2018 Customer Journeys, CX Culture, CX Leadership, CX Professionals, CX Strategy 07/08/2018

The Accidental Customer Experience

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Customer retention and..., CX Culture, People, Recovery, Travel 10/05/2018 Customer retention and..., CX Culture, People, Recovery, Travel 10/05/2018

Thinking and acting in the interests of the customer. Have you enabled your people to do it?

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Customer Journeys, Customer retention and..., People, Recovery, Retail 09/02/2016 Customer Journeys, Customer retention and..., People, Recovery, Retail 09/02/2016

They say elephants never forget... but what about customers?

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Customer Journeys, Customer retention and..., Recovery, Travel 04/08/2015 Customer Journeys, Customer retention and..., Recovery, Travel 04/08/2015

'The 'e' in easyJet does not stand for empathetic' - the real cost of sticking to the rules!

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Customer Journeys, Customer retention and..., CX Professionals, CX Strategy, People, Retail, Travel, CX Training 01/07/2015 Customer Journeys, Customer retention and..., CX Professionals, CX Strategy, People, Retail, Travel, CX Training 01/07/2015

The wonderful sound of Customer Experience: Tales from South Africa

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Customer Journeys, Customer retention and..., CX Strategy, Retail, Travel 04/02/2015 Customer Journeys, Customer retention and..., CX Strategy, Retail, Travel 04/02/2015

Making life difficult for customers makes no sense at all! Case studies from Marriot Hotels and Debenhams

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Customer retention and... 22/12/2014 Customer retention and... 22/12/2014

Loyalty Schemes: do they really work?

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Channels, Communication Channels, Customer retention and..., Recovery, Social Media, Travel 19/09/2014 Channels, Communication Channels, Customer retention and..., Recovery, Social Media, Travel 19/09/2014

Customer Empathy - ignore it at your peril!

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Customer Journeys, Retail, Technology 25/03/2014 Customer Journeys, Retail, Technology 25/03/2014

Verified by Visa - security or stupidity? Are we unintentionally making customer experiences too inaccessible?

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Customer Journeys, Customer retention and..., CX Strategy, People 17/05/2013 Customer Journeys, Customer retention and..., CX Strategy, People 17/05/2013

'Mind the Gap' - Is the London Underground the greatest ever customer experience innovation?

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Customer Journeys, Retail 15/01/2013 Customer Journeys, Retail 15/01/2013

'Why would customers shop with us?' - the question HMV should have asked!!

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Customer retention and..., CX Strategy 04/12/2012 Customer retention and..., CX Strategy 04/12/2012

Who cares about ethics - Starbucks do now!! Never underestimate the power of consumer opinion

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Customer Journeys 27/11/2012 Customer Journeys 27/11/2012

My favourite bit is..... Can you compare your customer experience with a good movie?

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Customer retention and..., CX Strategy 12/11/2012 Customer retention and..., CX Strategy 12/11/2012

No one likes us....they don't care!! What do we really think about our bank?

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CX Strategy, Retail 06/11/2012 CX Strategy, Retail 06/11/2012

Pants! What is wrong with Marks & Spencer?

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Customer Journeys, Retail 18/10/2012 Customer Journeys, Retail 18/10/2012

I'm not paying to park! Why the British high street might be struggling

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Retail 12/06/2012 Retail 12/06/2012

John Lewis - are they still the best when it comes to customer experience and service?

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