Archive for Customer Experiences
How Broad is Your Employee Experience?
The best customer experiences come from emotionally connected and engaged employees with a deeper understanding and experience of the human condition.
Read morePassionate Pillow Talk of the Customer Experience Kind
How one employee went the extra mile to deliver a great customer experience. Chocolates on the pillow are no good if the pillow isn’t comfy.
Read moreCould Customers Charge You for a Poor Customer Experience?
How one customer has sparked a revolution (potentially) for charging service providers for her time. If you really value your customers maybe you should pay them.
Read moreLots of Complaints – Nothing Being Done About It!
Recent experience with very.co.uk was a shambles. EVERYTHING I tried to do with them failed and they seem overrun with over-complicated processes. This time we used Twitter to attract attention.
Read moreBest Supermarket Experience. EVER!
How a M&S checkout assistant demonstrated great customer service using the three magic principles of AOK. Follow these yourself and you’ll delight customers every time.
Read moreWhy You Should Touch, Pause and Engage with Your Customers
Three simple techniques borrowed from the world of international rugby that can help you win your customer experience game.
Read moreThe Customer is The Final Inspector.
Short post prompting you to thuink about the power of walking in the customer’s shoes to carry out a final inspection.
Read moreWhat is Customer Experience?
Infographic that summarises the process and method of customer experience and its management.
Read moreFree Advice on Customer Journey Mapping
We have gathered together various resources to help our followers understand the subject of Customer Journey Mapping and placed these resources in a DropBox.
Read moreEducate Your Customers and Then Fire Unwanted Ones
What one cinema chain in Texas does to get the message out on how much they care about their customer’s experience.
Read moreNissan Has a Master Plan for Customer Service
NISSAN has a new five point master plan which is designed to deliver a great customer experience and improve their car sales levels.
Read moreMatalan’s Experience Puts Others To Shame
How one person in Matalan’s Cheltenham store delivers a remarkable service. Learn why she is so different.
Read morePackaging Nightmare = Poor Customer Experience
There is a lesson for us all here. Some of the simplest things can frustrate enormously so never ignore the detail of the customer experience and always test it out.
Read moreHow to Turn a Disaster into a Great Customer Experience
The story of how a BMW dealer turned a customer disaster into a great experience and how one manager demonstrated the essential ingredients that are required to WOW a customer.
Read moreParable of the Carpenter’s House
Parable of the carpenter’s house and how it reminds us of building our life in a considered way. Like a great customer experience, designed deliberately with care and attention.
Read moreHow to Build Great Customer Experiences – Screw It, Let’s Do It!
Screw Let’s Do It is how Richard Branson once described his approach to business at a conference. In 1970 he founded Virgin as a mail order record retailer. He’s now the 26th richest person in the world and is indeed a … Read the rest
Read moreBlind Adventures, Rice to Riches and Customer Experience
How you can differentiate your customer experience through limiting what you offer but making the offer intense. Restaurants that offer meals in total darkness to those that offer a menu with only one key ingredient. All are examples of how to give your customer a unique experience that is unforgettable.
Read moreOnly The Wearer Knows Where The Shoe Pinches
If you can’t fix anything else about your customer’s experience, make sure the end of it is as positive as you can make it.
Read moreWhen Do You Peak With Your Customer Experience?
Learn about Daniel Kahneman’s findings on the Peak/End Rule.
Read moreWhat Can Jamie Oliver Teach You About Customer Experience?
Was visiting Jamie Oliver’s restaurant in Bath a service treat to relish or a case of customer experience turned sour? Find out.
Read moreAlways Follow Up Solutions to Customer Complaints
How MSC Cruises got it wrong again with their customer experience and why customer follow up after a complaint is so important.
Read moreThe Customer Will Always Have The last Word
How a policy abroad the MSC Orchestra caused negative word of mouth and CEO involvement and what you can learn from their mistakes.
Read moreWhat Do the Conductor, the Alto and your Customer Have in Common?
Find out how your customers are connected to the notion of a conductor and performer.
Read moreMy Trip to the Palace, What a Customer Experience!
How creativity can be harnessed to develop customer experiences that deliver beyond expectations.
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