The Illusion of Efficiency
The one where I buy theatre tickets and rekindle my love for the telephone
Category: Customer Experience
Customer Experience Stories
The Butcher, His Dad, and a Tiny Model Shepherd
The one with a heartbreaking story and a happy ending
Case Study: Who Gives A Crap?
The one where I panic buy toilet roll and learn about making the mundane magical
Common (Sense) People
After a few years of moaning via my irregular articles, I’ve finally switched broadband providers. And for the most online of online services, the experience reminded me of a fundamental…
When Things Go Wrong
When something goes wrong, it’s easy for customers to fall into a Pit of Despair. The best organisations own the problem and save themselves money, too.
Case Study: British Airways and the Importance of Concrete Communication
The one where I lose my luggage and get attacked by an angry mob
johnJsills 