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…
Category: Customer Experience
Customer Experience Stories
CX Case Study: Honest Burgers
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…
Two-Faced Travelling
The one where we get hypnotised and learn why it’s important for leaders to take responsibility
The Illusion of Efficiency
The one where I buy theatre tickets and rekindle my love for the telephone
The Butcher, His Dad, and a Tiny Model Shepherd
The one with a heartbreaking story and a happy ending
Case Study: Who Gives A Crap?
The one where I panic buy toilet roll and learn about making the mundane magical
Common (Sense) People
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 Things Go Wrong
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.
johnJsills 