Three Lessons from the Institute of Customer Service Report
A good friend of mine, Tom Johnson, writes an excellent Substack full of boring charts. It’s called ‘Slow Futures’, with his point being that whilst lots changes, most things stay…
Category: Customer Experience
Customer Experience Stories
From Boardroom to Bedlam: What Jason Manford’s Hotel Nightmare Teaches Us
‘That’s somebody in an office, that makes a policy, that makes them more money – but they don’t have to deal with the sh*t.’ It’s not often I quote the…
Broken Doors, Smashed Laptops, and Why the Moments that Matter, Matter
You know what it’s like. You get the text, something bad has happened. The first text is to prepare you, steel you for what comes next. The second is to…
PSG Win the Champions League – But Forget Who They’re Really For 🏆
The one where I go behind the scenes
Case Study: One Phone, Two Hours and a Lesson in Prevention
The one where I get in a hotspot of bother
Enemy in Paris
The impossibility of the French Metro system (and why you still need humans to help)
Tesla, Tribalism, and the Myth of Customer Loyalty
I’d say my views on customer loyalty are pretty well known by now. But the other day, I got asked a great question which made me think again. I’ve written…
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