Customer Experience Blog

The Customer's Shoes Blog

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The Broken Email Activity

Communication is the key to all successful relationships whether in the family, community, at work or with customers. Telling employees they need to communicate should be a n...

How to Turn a Disaster into a Great Customer Experience

Car dealers have received some pretty poor press over the years and perhaps rightly so. But there are examples of businesses that now demonstrate great examples of how to WOW ...

Discovering Your Brand's Emotional Footprint

If your business was a shoe how would it feel to walk in? Would it be tight and pinch you? Does it have awkward characteristics that rub and irritate customers? Are some tr...

15 Ways to Make Your Courses and Workshops More Engaging

After over 25 years working in training and development, I've experienced hundreds of different techniques applied in teaching, training, and facilitation. I've experimented w...

If It's Good Enough for Brain Surgery, It's Good Enough for Your Pr...

It is not the strongest that survives, nor the most intelligent, but the one most responsive to change.Charles Darwin A Clash of Beliefs This post is essentially abou...

Training Your Franchisees to Bring Home the Results You Both Need

If your business model is based upon franchising your business then you'll know just how important franchisee results are. Without their success, you fail! Any competent fran...

Smart Phones are Now Harming Your Business and Here's Why

Is it me or have service standards been dumbed down by the smartness of phones? Everywhere I turn it seems, there are people on their phones catching a quick look at their mos...

How Businesses Can Educate Their Customers to Improve Customer Sati...

For many years since first being published in a Harvard Business Review, it's a generally accepted rule that loyal customers buy more, purchase more often, cost you less to do...

Apple's Secret Genius Training Manual, Is It a Reference for All Co...

There are so many ways in which Apple has brought change into our world. They've dented the universe for sure. If only our personal universe. From their devices to their retai...

Benefits of Using Ready To Use Training Materials

Ready-for-use (RFU) training materials have been around a long time. I can remember using them back in the 1980's when I first began training. Those were in the days of overhe...

How easyJet Passengers are Facing a ‘Bonk’ in Their Customer Experi...

Firstly, I will explain for those unfamiliar with biking terms that ‘a bonk’ is cycling’s classic term for hitting a brick wall. My eldest son is into mountain biking in a ‘bi...

Our Encounter of 'Amazing'. A Lexus Launch

Popped through our letterbox the other day came our invite to the launch of the new Lexus GS at our local dealer. As I opened and read the information inside it read "You c...

American Hunter Kills BMW Customer Service Agent

This post describes a recent experience I had which falls outside of the norm and one which on the face of it I would have expected to have been resolved fairly easily. The re...

Passionate Pillow Talk of the Customer Experience Kind

In this post, you will learn from an experience I had when travelling aboard a cruise ship and what to ask if you want similar extraordinary things to happen with your own cus...

Don’t Be Boring, Dull And Lifeless! Put On Those Pink Gloves And St...

With the explosion of business reality shows like Dragons Den, The Apprentice, Natural Born Sellers, The Restaurant, the list goes on, we are increasingly using clichéd phrase...

Why I Get Naked at Work to Improve Our Customer Focussed Culture

I have just read an interesting article from a contributor on LinkedIn that I love. Her name is Liz Ryan. She writes with such inspiration from the heart and her illustrations...

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