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Making Things Better For Customers

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Category: Customer Experience

Customer Experience Stories

Posted on March 31, 2021March 30, 2021

Showing the Plumbing

When you’re stuck in the inner processes of an organisation, being a customer can feel a lot like trying to complete a level of Mario.

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Posted on February 25, 2021March 8, 2021

CX Case Study – Apple

What happens when it doesn’t just work?

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Posted on November 26, 2020November 23, 2020

Track, Trace, and Race

Managing expectations well can relieve a lot of worry and stress. But the best companies do it in a way that creates fun and excitement, too…

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Posted on October 22, 2020October 20, 2020

Time to Say Goodbye?

One kitchen, several builders, and a reminder that organisations should be saving customers time, not demanding it.

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Posted on September 24, 2020September 23, 2020

End As You Mean to Go On

My list of impulse lockdown purchases is impressive, and one reminded me that if companies make it too hard for customers to leave, then they’re unlikely to ever come back.

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Posted on August 27, 2020September 15, 2020

Stand By Me

Before lockdown hit, I went shopping with a customer to see whether how she said she shopped actually had any correlation to how she behaved. Spoiler alert: it didn’t.

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Posted on July 22, 2020July 23, 2020

An update from the CEO of every company you know

Hello I’m Martin, Mike, Dave, Roger, and David, and I’m the CEO of a company you’ve used occasionally in the past.  I’m sorry I’ve not been in touch before. I…

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Posted on May 20, 2020May 15, 2020

Own it, Explain it, Solve it: What Swiss Rail teaches us about exceptional problem resolution

A delayed train in Switzerland, and the response of staff, show how an understanding of a customer’s emotions is as important as delivering on the promised function.

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