Thought Leadership

04/08/2015 04/08/2015

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

01/07/2015 01/07/2015

The wonderful sound of Customer Experience: Tales from South Africa

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!

25/02/2015 25/02/2015

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

04/02/2015 04/02/2015

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

17/12/2014 17/12/2014

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

18/11/2014 18/11/2014

Explaining the power of customer expectation: stories of splashing sinks, free tea and broken curtains!

13/11/2014 13/11/2014

Ryanair - the brand we can now learn to love

19/09/2014 19/09/2014

Customer Empathy - ignore it at your peril!

01/09/2014 01/09/2014

The simplicity of a smile - it's great for you and your customers!

29/07/2014 29/07/2014

The gift that is Customer Feedback. How not to accept it by Southwest Airlines & Easyjet

10/06/2014 10/06/2014

Customer Experience is Dead - The case for the defence (no it's not!)

30/05/2014 30/05/2014

Customer Experience is Dead - the case for the prosecution!

11/04/2014 11/04/2014

Common Sense - the not so magic 'customer experience' ingredient

10/03/2014 10/03/2014

Was everything ok with your stay sir? Why welcoming all types of customer feedback is so important

17/02/2014 17/02/2014

'The lost suitcase and a grumpy old man' - a story about employee engagment

06/02/2014 06/02/2014

London Underground - the case study for business transformation

16/08/2013 16/08/2013

Customer Experience - It's pre-determined by culture!

16/07/2013 16/07/2013

'We only want one room!' Will your summer holiday experiences create the right memories?

Get in touch

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

Email to find out more