Thought Leadership

19/11/2012 19/11/2012

I just want to close the curtains!! Can you take customer experience innovation too far?

12/11/2012 12/11/2012

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

06/11/2012 06/11/2012

Pants! What is wrong with Marks & Spencer?

30/10/2012 30/10/2012

Apathy - whose fault is it?

23/10/2012 23/10/2012

2, 4, 6, 8, who do we appreciate? Why some organisations may struggle to answer the question!

18/10/2012 18/10/2012

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

14/10/2012 14/10/2012

Woah there tiger!! Beware what and how you react to social media

04/10/2012 04/10/2012

The ultimate challenge! Why doing the right thing for your customers is just that!

25/09/2012 25/09/2012

I own a Bearded Dragon too! How well do your staff know their customers?

17/09/2012 17/09/2012

Can you tell what it is yet? Do your customers and employees know what your brand stands for?

12/09/2012 12/09/2012

KILLING EMAIL – Are organisations right to want to eliminate email as a customer communication channel?

10/09/2012 10/09/2012

Ryanair: the most consistent CX on the planet?

03/09/2012 03/09/2012

What a lovely mug! The risks of taking loyal customers for granted

14/08/2012 14/08/2012

You cannot be serious! - Why CX professionals must never give up

06/08/2012 06/08/2012

'We tried our best' - is this statement ever good enough?

31/07/2012 31/07/2012

Memories - which ones are you creating?

26/07/2012 26/07/2012

Customer Experience 'what'?!

15/07/2012 15/07/2012

CX Humility - recovering a bad situation well is as important as getting it right first time

10/07/2012 10/07/2012

Customer Feedback - Ten Tips to help you get it right

04/07/2012 04/07/2012

It's just not cricket! The importance of understanding the 'end to end' customer journey

Get in touch

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

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