When to cut your losses
Doing the right thing when things go wrong is not exactly a good business case. But many do it anyway. Why? Because brands want to protect (and grow) their brand…
Doing the right thing when things go wrong is not exactly a good business case. But many do it anyway. Why? Because brands want to protect (and grow) their brand…
Eighteen years ago, September 11th caused a three-day halt of the US commercial airlines and resulted in a 31.6% reduction in travel in September 2001 compared to the previous year. Think about…
In preparation for this article about omni-channel experience for future retail, I thought first about the definition of omni-channel customer experience. I wanted to share with you a simple, easy-to-understand…
I am a burger lover from way back. Not the global-fast-food-chain type of burger but full, messy fish-and-chip-shop burgers. Long sun-kissed days on the beaches of my childhood and adolescence…
Nick Bush fills up with hospitality, but wants more Having grown up in a hotel and then a restaurant I am, more than most people I suspect, obsessed with the…
Customer loyalty may be overrated, but achieving it is still a challenge Residents of my little pocket of south London are lucky to have a wide choice of coffee outlets…
Liliana Petrova finds no amount of champagne can make up for poor service "Wow Moments" are a Customer Experience hot topic. Customer experience professionals ideate how to build, prioritize, finance,…
Picture the scene. An 85-year-old woman walks into a pub on the outskirts of Chippenham, Wiltshire to check on a lunch booking she’d made to celebrate her husband’s 92nd birthday.…
In the first part of this two-part article I dealt with some examples of keeping the customer informed and managing their expectations. There’s a common theme emerging in both those…