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…
Tag: Chiltern Railways
The Visitor
Another normal day, another normal commute, and I’ve got my normal standing spot by the bin-seat, a useful substitute for when my legs start to give way should one of those very-rare, nearly-never-happen, but-when-they-do-they-take-ages delays occur.
The Race
The announcer’s voice acts like a starting gun for the well-dressed, middle-aged, suited-and-booted office workers piling through the ticket barrier.
‘Ladies & Gentlemen, the train now approaching platform one’
The Human Compass
How do you find real human insight? Explore what people say, do, search for, and shout about…
If I only had a heart…
With the rise of the robots imminent, a return to Oz can remind us about what’s at the heart of great customer experiences…
It’s Not Me, It’s You
If a customer makes a mistake, it’s the companies fault for making it possible for a mistake to be made. Welcome to Customer Experience in 2016…
Goggles, Heartbeats, and Novelty Socks. Welcome to 2016.
The future’s made of Virtual Reality, surrounded by beard-less Hipsters and colourful socks. Here’s my summary of the 2016 trends reports…
Stop, Look, and Listen
What happens when you take your headphones out and listen to the world around you? If you’re on a Chiltern Railways train, quite a lot, it seems…
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