Thought Leadership

11/03/2013 11/03/2013

'I just want to know how many calories!' - the need for honesty, transparency and clarity in the customer experience

04/03/2013 04/03/2013

'Are you sure you want a big pizza?' - How children can be a significant part of your CX strategy

26/02/2013 26/02/2013

Customer Experience? 'It's more than my jobs worth!'

11/02/2013 11/02/2013

'Don't judge a book by its cover' - it does not matter what you look like, a customer is a customer

06/02/2013 06/02/2013

'Up-selling = No-selling' - how Clarins may be damaging their customers experience

04/02/2013 04/02/2013

Re-invention and innovation - why we should all admire Littlewoods

30/01/2013 30/01/2013

Maravilloso!! A Spanish lesson in customer retention

28/01/2013 28/01/2013

Can I offer you a complimentary glass of Champagne sir? Now that is how to recover a customer experience!

22/01/2013 22/01/2013

Learn to walk before you start running! - do not bite off more than you can chew in your CX programme

21/01/2013 21/01/2013

'I cannot get in, its snowing too hard' - 'I could have worked from home though'

15/01/2013 15/01/2013

'Why would customers shop with us?' - the question HMV should have asked!!

03/01/2013 03/01/2013

Whoops!! Why saying sorry to customers is not always enough

27/12/2012 27/12/2012

I'll have free Wi-Fi with my Big Mac please! Are you giving customers a reason to keep coming back?

21/12/2012 21/12/2012

2011 - CX creation; 2012 CX appreciation; 2013 CX recognition...

17/12/2012 17/12/2012

There is nothing wrong with my business! Why sometimes we could all do with Gordon Ramsay

11/12/2012 11/12/2012

£2,160 a night!!! What can we learn from Claridges?

10/12/2012 10/12/2012

They don't really mean it! Are industry regulators helping or hindering the customer experience?

04/12/2012 04/12/2012

Who cares about ethics - Starbucks do now!! Never underestimate the power of consumer opinion

29/11/2012 29/11/2012

Aaaarrrrgggghhhh!! Why is it so difficult to understand the importance of customer experience?

27/11/2012 27/11/2012

My favourite bit is..... Can you compare your customer experience with a good movie?

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