Everything Changes But… Everything
We’re all obsessed that everything is changing – when really almost everything is staying the same.
Category: Customer Experience
Customer Experience Stories
Stand and Deliver
Stringent policies and procedures frustrate your colleagues and customers alike. Often the best customer experiences come when employees feel they can stand in front of the rules.
The Two Headed People Challenge
Getting people to like your brand doesn’t always start with a flashy advert. In fact, it could start with their CV.
Show Me The Money
Good customer experience leads to commercial success. And that means making it easy for customers to join you.
The Human Touch
Companies spend huge amounts of time and money stopping their people from being human – yet being human is exactly the thing that makes for a great customer experience
The Myth of Customer Loyalty
As soon as a company stops being useful, customers leave. And that’s why customer loyalty is a myth.
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.
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?
