Thought Leadership Search by category CX Culture CX Leadership CX Measurement CX Professionals CX Strategy CX Training Channels Communication Channels Customer Journeys Customer retention and... Financial Services People Recovery Regulation Retail Social Media Technology Telecoms Travel 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? Read More 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! Read More Customer retention and... 22/12/2014 Customer retention and... 22/12/2014 Loyalty Schemes: do they really work? Read More 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! Read More Customer Journeys, CX Professionals, CX Strategy 04/06/2014 Customer Journeys, CX Professionals, CX Strategy 04/06/2014 I hate that roundabout! – How a road junction can act as an analogy for a bad customer experience Read More 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? Read More 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? Read More Customer Journeys, Retail 15/01/2013 Customer Journeys, Retail 15/01/2013 'Why would customers shop with us?' - the question HMV should have asked!! Read More 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 Read More 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 Read More Retail 12/06/2012 Retail 12/06/2012 John Lewis - are they still the best when it comes to customer experience and service? Read More Get in touchIf you are interested in speaking with Ian and finding out more, please contact us on +44 7770 736832. Email to find out more
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? Read More
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! Read More
Customer retention and... 22/12/2014 Customer retention and... 22/12/2014 Loyalty Schemes: do they really work? Read More
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! Read More
Customer Journeys, CX Professionals, CX Strategy 04/06/2014 Customer Journeys, CX Professionals, CX Strategy 04/06/2014 I hate that roundabout! – How a road junction can act as an analogy for a bad customer experience Read More
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? Read More
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? Read More
Customer Journeys, Retail 15/01/2013 Customer Journeys, Retail 15/01/2013 'Why would customers shop with us?' - the question HMV should have asked!! Read More
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 Read More
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 Read More
Retail 12/06/2012 Retail 12/06/2012 John Lewis - are they still the best when it comes to customer experience and service? Read More