The Problem with Fixing the Basics
Here’s an admission you won’t often hear from someone who works in Customer Experience. I really dislike the ‘let’s focus on the basics’ mentality. The same pattern is seen time…
Making Things Better For Customers
Customer Experience Stories
Here’s an admission you won’t often hear from someone who works in Customer Experience. I really dislike the ‘let’s focus on the basics’ mentality. The same pattern is seen time…
Anyone who knows me probably knows three things about me: 1. I support Arsenal 2. I‘ve never drunk tea or coffee (but I do like Whisky) 3. I spend an…
The one where we get hypnotised and learn why it’s important for leaders to take responsibility
The one where I buy theatre tickets and rekindle my love for the telephone
The one with a heartbreaking story and a happy ending
The one where I panic buy toilet roll and learn about making the mundane magical
After a few years of moaning via my irregular articles, I’ve finally switched broadband providers. And for the most online of online services, the experience reminded me of a fundamental…
When something goes wrong, it’s easy for customers to fall into a Pit of Despair. The best organisations own the problem and save themselves money, too.