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.
Through the deluge of emails from corporate CEO’s, one thing has become clear – the best businesses put humanity first.
What the British fascination with queueing can teach us about the changing nature of ‘premium’ customers
Telling people what your brand will deliver is important. But delivering it is even more so.
Complaints aren’t a gift. They’re a massive inconvenience for everyone involved.
A good experience is great for customers and a cost-saver for organisations – whereas bad customer experience can be expensive to provide.
We’re all obsessed that everything is changing – when really almost everything is staying the same.
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.