Communication Channels, Customer Journeys, Customer retention and..., Recovery, Retail 14/10/2015 Communication Channels, Customer Journeys, Customer retention and..., Recovery, Retail 14/10/2015

Broken Promises: the easiest way to destroy the Customer Experience!

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Customer Journeys, Customer retention and..., People, Recovery, Travel 15/09/2015 Customer Journeys, Customer retention and..., People, Recovery, Travel 15/09/2015

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

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Customer Journeys, Customer retention and..., People, Recovery, Retail, Social Media 25/08/2015 Customer Journeys, Customer retention and..., People, Recovery, Retail, Social Media 25/08/2015

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

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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 retention and..., CX Professionals, People, Recovery 13/07/2015 Customer retention and..., CX Professionals, People, Recovery 13/07/2015

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

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Customer retention and..., CX Strategy, People, Recovery 06/07/2015 Customer retention and..., CX Strategy, People, Recovery 06/07/2015

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

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Customer retention and..., CX Strategy, Recovery, Retail, Social Media 22/06/2015 Customer retention and..., CX Strategy, Recovery, Retail, Social Media 22/06/2015

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

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Customer Journeys, Customer retention and..., CX Measurement, CX Strategy, Recovery 20/05/2015 Customer Journeys, Customer retention and..., CX Measurement, CX Strategy, Recovery 20/05/2015

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

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Communication Channels, Customer retention and..., CX Strategy, Recovery, Social Media 04/03/2015 Communication Channels, Customer retention and..., CX Strategy, Recovery, Social Media 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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Customer Journeys, Customer retention and..., Recovery, Travel 25/02/2015 Customer Journeys, Customer retention and..., Recovery, Travel 25/02/2015

The epic failings of Emirates: are brands really trying hard enough when it comes to Customer Experience?

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Customer Journeys, Customer retention and..., Recovery, Travel 17/12/2014 Customer Journeys, Customer retention and..., Recovery, Travel 17/12/2014

What happens if your company overreacts? Your customers exert unnecessary effort!

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Customer Journeys, Customer retention and..., Recovery 10/11/2014 Customer Journeys, Customer retention and..., Recovery 10/11/2014

What is wrong with Virgin Media? a story of pain, frustration and dreadful Customer Experience

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Customer Journeys, Customer retention and..., Recovery 16/10/2014 Customer Journeys, Customer retention and..., Recovery 16/10/2014

Customer Effort - it's real meaning through real stories (Vauxhall might want to read this!)

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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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Communication Channels, Customer Journeys, Customer retention and..., Recovery, Retail 08/09/2014 Communication Channels, Customer Journeys, Customer retention and..., Recovery, Retail 08/09/2014

The magic of Disney - now that's what I call a Customer Experience!

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Customer Journeys, CX Professionals, People, Recovery, Retail 03/07/2014 Customer Journeys, CX Professionals, People, Recovery, Retail 03/07/2014

Missed opportunities and the ‘not my job’ attitude – how Customer Experience can go very wrong

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Customer Journeys, Customer retention and..., Recovery, Retail 01/07/2014 Customer Journeys, Customer retention and..., Recovery, Retail 01/07/2014

Our policy says... - Why sticking to the rules can lose you customers

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Customer Journeys, Customer retention and..., People, Recovery 17/12/2013 Customer Journeys, Customer retention and..., People, Recovery 17/12/2013

'Could you care less?' Why 'caring' is essential if you want to deliver great customer experiences

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Customer Journeys, Recovery 20/06/2013 Customer Journeys, Recovery 20/06/2013

Resentment is a hard thing to shake off - think hard before you create it

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Channels, Recovery, Social Media 28/05/2013 Channels, Recovery, Social Media 28/05/2013

18 hours - how a loaf of bread helped improve the customer experience

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