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Category: Customer Experience

Customer Experience Stories

Posted on May 20, 2020May 15, 2020

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.

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Posted on April 14, 2020September 14, 2020

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.

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Posted on March 11, 2020September 14, 2020

You Get What You Pay For

What the British fascination with queueing can teach us about the changing nature of ‘premium’ customers

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Posted on February 11, 2020February 12, 2020

Big Little (Brand) Lies

Telling people what your brand will deliver is important. But delivering it is even more so.

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Posted on December 11, 2019December 11, 2019

It’s The Thought That Counts

Complaints aren’t a gift. They’re a massive inconvenience for everyone involved.

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Posted on November 13, 2019October 24, 2019

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.

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Posted on October 10, 2019November 6, 2020

Everything Changes But… Everything

We’re all obsessed that everything is changing – when really almost everything is staying the same.

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Posted on September 19, 2019December 9, 2021

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.

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