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.
Category: Customer Experience
Customer Experience Stories
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…
Time to Say Goodbye?
One kitchen, several builders, and a reminder that organisations should be saving customers time, not demanding it.
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.
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.
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…
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.
