Case Study: British Airways and the Importance of Concrete Communication
The one where I lose my luggage and get attacked by an angry mob
Making Things Better For Customers
The one where I lose my luggage and get attacked by an angry mob
We live in an epidemic of feedback requests. But rather than helping companies to understand their customers, it might be hindering them instead.
A simple story of a clothing company dealing with a particularly pedantic problem
Focussing on the outcome, not the question, will mean you never need to ask ‘Is there anything else?’ ever again
What can a missed fridge collection, a DoNotReply email, and a fake name tell us about how companies waste money giving a bad customer experience?