Author: <span>Don Hales</span>

Don

Having successfully built two major businesses using great customer service as his USP (long before it was fashionable), Don launched the National Customer Service Awards in 1998. Right from the start this event attracted over 1600 diners to the award event each year and Don started to use the stories as best practice examples to fuel his live presentations. Today as Chairman of Awards International – a leading awards company, operating in several countries and International Advisor to the Customer Experience Foundation, he remains an in-demand speaker on an international basis. He is joint author (with Derek Williams) of “Wow! That’s What I Call Service” and welcomes contributions to his “Customer Experience Heroes & Villains” series of articles. Now in his mid-70s, Don retains his enthusiasm and belief in the benefits of great service as a key business differentiator.

All articles

Today of all days this would be a fantastic customer experience for London

Post author:Don Hales
Post published:July 27, 2018
Post category:Customer Innovation

Summer may just be getting cooler with Emirates’ complimentary ice cream service We thinks its hot here with temperatures nudging 36 C or potentially a bit higher. This is just…

from Wikimedia Commons CC-BY-SA-3.0 (http://creativecommons.org/licenses/by-sa/3.0/)

CX Heroes and Villains: Rail and Energy

Post author:Don Hales
Post published:July 4, 2018
Post category:Customer Innovation

UK rail companies have come in for a battering recently – and rightly so: their performance has been devastatingly bad. Last Wednesday alone Anne Widdecombe made some pointed comments in…

CX Heroes and Villains: one winner and many losers

Post author:Don Hales
Post published:June 14, 2018
Post category:Customer Innovation

Put your energy into CX not high prices HEROES: Kansas shop staff track down $1m lottery winner I loved this story from the USA. Shop staff at Pit Stop convenience…

Image: Nigel Thompson, licensed under Creative Commons CC BY-SA 2.0

Customer Experience Heroes and Villains: sourdough and sour commuters

Post author:Don Hales
Post published:May 30, 2018
Post category:Customer Innovation

Don Hales finds that attention to detail is the key to a great customer experience, but gets frustrated at the railways' continuing contempt for customers Hero: Marks & Spencer My…

Customer Experience: heroes and villains

Post author:Don Hales
Post published:May 15, 2018
Post category:Customer Innovation

Large organisations can make small gestures with a great effect. They can also fail the customer quite spectacularly Hero: stolen dog recaptured by an Amazon employee Just after a delivery…