Thought Leadership

21/09/2015 21/09/2015

What has Customer Experience got to do with me, the Chief Information Officer?

15/09/2015 15/09/2015

NO communication; NO bags; NO rooms; NO wifi!!! Customer Experience stories of unnecessary EFFORT, STRESS & INEPTITUDE

08/09/2015 08/09/2015

Why NPS is Useless in the Employee Space: Introducing the Great People Index (GPI)

02/09/2015 02/09/2015

Ryanair 'always getting better' - has the world's largest international airline really changed?

25/08/2015 25/08/2015

How to turn a great customer experience into a terrible one: Hammonds, the fitted furniture company

18/08/2015 18/08/2015

Just because its LEGAL, does not mean its RIGHT! The importance of openness & transparency in Customer Experience

11/08/2015 11/08/2015

Customer Experience failure in the energy industry - exhibit 1 - British Gas

04/08/2015 04/08/2015

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

13/07/2015 13/07/2015

Re-defining NO! Re-focusing your people on the art of the possible

07/07/2015 07/07/2015

The 'burning platform' Customer Experience misjudgment: Do something about it now before it's too late!

06/07/2015 06/07/2015

‘Yes you can!’ – Doing the right thing for customers does not have to be difficult – it is just normal!

01/07/2015 01/07/2015

The wonderful sound of Customer Experience: Tales from South Africa

22/06/2015 22/06/2015

Lessons in authentic leadership from ao.com: It's not First Time Resolution - it's Personal Resolution!

15/06/2015 15/06/2015

Never rest on your laurels (or your brand name)! How the Waldorf Astoria can serve as a lesson to all!

25/05/2015 25/05/2015

Voice of the Customer: It’s Time for a Global Customer Experience Wakeup Call

20/05/2015 20/05/2015

Enterprise-Rent-a-Car: How to turn a 'promoter' into a 'detractor' in 1,2,3!

15/05/2015 15/05/2015

Customer Strategy - the missing connection in Customer Experience

29/04/2015 29/04/2015

Ignorance, Disbelief and Failure - lessons in how NOT to lead from the Orient - Leyton Orient!!

24/03/2015 24/03/2015

What makes the the worlds #1 Customer Experience brands?

04/03/2015 04/03/2015

The customer is not always right.....BUT be careful how you respond when you think they are not!

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If you are interested in speaking with Ian and finding out more, please contact us on +44 7770 736832.

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