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…
Category: Customer Experience
Customer Experience Stories
Case Study: British Airways and the Importance of Concrete Communication
The one where I lose my luggage and get attacked by an angry mob
Meaningless Measurement
We live in an epidemic of feedback requests. But rather than helping companies to understand their customers, it might be hindering them instead.
Hanging By a Thread
A simple story of a clothing company dealing with a particularly pedantic problem
Question Time
Focussing on the outcome, not the question, will mean you never need to ask ‘Is there anything else?’ ever again
johnJsills 