Sorry Seems to be the Easiest Word
We’re in the midst of an epidemic of apology – and the result is that customers are losing respect for big companies.
Author: johnJsills
Welcome to the age of DIY customers (guest post)
Self-service checkouts, airport check-in, customer feedback requests… why is it so hard to be a customer nowadays?
Things can only get…worse?
We live in a world that is perfecting the functional experience at the expense of the emotional experience.
Customer Experience – WARC interview
I really hope you enjoy this article. If you did, I’d love you to subscribe to my blog at johnjsills.com/subscribe to get new thoughts sent to you on an infrequent basis, and find…
The Visitor
Another normal day, another normal commute, and I’ve got my normal standing spot by the bin-seat, a useful substitute for when my legs start to give way should one of those very-rare, nearly-never-happen, but-when-they-do-they-take-ages delays occur.
Inevitable Innovation
If you want to keep up with your customers, stop delaying the inevitable and instead do something about it.
The Race
The announcer’s voice acts like a starting gun for the well-dressed, middle-aged, suited-and-booted office workers piling through the ticket barrier.
‘Ladies & Gentlemen, the train now approaching platform one’
The Lost Art of Aftersales
Want your customers to recommend you? Maybe stop ruining their experience with your incessant feedback requests…
johnJsills 