From 5* Hotel to Feedback Epidemic
The one where they really want to know what I think
Category: Customer Experience
Customer Experience Stories
If the Schuh Fits
It was about day three or four that I stopped thinking I had an aggressively sharp big toe. Seriously, surely not all of my socks can have a hole in…
The Things That Don’t Change
This is my Dad. In this photo, he’s 34, on the way to an Arsenal vs Chelsea FA Cup tie in January 1947. The match ended in a draw. I…
You Get What you Pay For
A few weeks ago, PrettyLittleThing courted controversy by announcing the closure of some customer accounts. Well, I say ‘announced’. They wrote directly to some customers to tell them of the…
The Myth of Speed
As regular readers know, I spend a lot of time on trains. In fact, I’m on one now. The armrest is at an uncomfortable height. The wifi is loading photos…
The Problem Problem
About ten years ago, I got invited to a posh dinner about the future of payments with a colleague. The food was good, the conversation interesting and then, at the…
✈️ Designed with Distinction
I’m writing this at 39,000 feet, somewhere over northern Iraq. I can’t publish it now, because, despite the plane ticket costing hundreds of pounds, it doesn’t get me Wifi, for…
johnJsills 