Mythbusting: Why Customers Still Love to Use the Telephone 📞
The one where I get trapped in an infinite phone loop
Category: Customer Experience
Customer Experience Stories
Case Study: Uber – a Customer-Led Conundrum
The one where I impress my friends but nearly die. Twice.
Finding the Balance
A few years ago, I started seeing people levitating on the River Thames. As the months passed, more and more people seemed to be levitating on it. And then, eventually,…
The Vision Vacuum
I’ve recently had two fascinating conversations with friends who are back in the UK after a while away. And they both had the same question for me: what is going on? They…
In Defence of NPS
If you’ve read my book (I’ve barely mentioned it…), you’ll know I’m not the biggest fan of feedback surveys. So, it’s not a surprise that people often take that to…
Case Study: The Secretly Disappointed
What happens when funerals meet feedback surveys? A fascinating lesson in leadership, it turns out. A few years ago, Richard Gomersall was asked to take over as Managing Director of…
Honest Burgers: What Happened Next
A few months ago, I wrote an article about how much I loved Honest Burgers. It may be the best article I’ve ever written. Why? Because now, everybody wants to go…
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