Spa Visits, Warm Beer and Tom Hanks in The Terminal
The one where I do a lot of people-watching
Category: Customer Experience
Customer Experience Stories
Easy to Do the Easy Things, Hard to Do the Hard Things
The one where no-one is available to help with my query
The misplaced panic of unclear communication
The one where it’s not as bad as we think
Would Your Customers Buy You A Goodbye Card?
The one where my writing curse strikes again
Case Study: A Love Letter to the Real King’s Cross
We’ve had our office in Kings Cross for nearly ten years now. Whenever I tell people, I always get the same question: ‘Oh, are you in the new posh bit,…
Supermodels, Swindon, and Rory Sutherland
Why do trains focus on time over comfort?
The AI Agent Customer Contact Conundrum
A couple of years ago, I needed to know quite urgently whether I was insured to drive my Mum’s car. I’d got the train to her house, but had to…
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