The one where I lose my luggage and get attacked by an angry mob
Whatever happened to our ambition?
How working from home is killing our creativity
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
Or the importance of focussing on customer outcomes
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?