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…
Category: Customer Experience
Customer Experience Stories
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.
Being Customer-led During the Covid Crisis
Through the deluge of emails from corporate CEO’s, one thing has become clear – the best businesses put humanity first.
Big Little (Brand) Lies
Telling people what your brand will deliver is important. But delivering it is even more so.
It’s The Thought That Counts
Complaints aren’t a gift. They’re a massive inconvenience for everyone involved.
Money to Burn
A good experience is great for customers and a cost-saver for organisations – whereas bad customer experience can be expensive to provide.
Everything Changes But… Everything
We’re all obsessed that everything is changing – when really almost everything is staying the same.
Stand and Deliver
Stringent policies and procedures frustrate your colleagues and customers alike. Often the best customer experiences come when employees feel they can stand in front of the rules.
