The Made-up Theory of Structured Flexibility
How do you create great experiences for customers, colleagues, and yourself? Have a direction, but give yourself freedom…
Category: Customer Experience
Customer Experience Stories
The Greatest Taxi Firm the World Has Ever Seen
Dealing with those small human moments that provide stress or worry will have a big impact on your customers’ experience…
Human content in a digital world
The best content needs to not only be good, but human. That’s possible by being interesting, positive, and relevant…
There’s No Time Like the Future
It’s easy to predict that the future will arrive, but it’s far harder to predict what it will look like. So why should we try guess what’s going to happen – and how can doing so help us be, well, better?
The Power of Perspective
Understanding the other person’s perception is vital, whether you’re serving customers, running a team, or just trying to be efficient. So why do so many people find it so hard?
The Future’s Bright, The Future’s Human
So the world has changed, life has changed, we’ve all gone digital and we don’t know why we make most of the decisions we do. But the experience is increasingly what people pay for, with the best experiences retaining a human element
The World According to Trailfinders
Trailfinders are the best Travel Agents in the world – because they understand the importance of the human touch…
The trouble with Treating Customers Fairly
Why are we so obsessed by treating customers fairly? Does it matter? And what is ‘fair’, anyway?
johnJsills 