People not process will turn your complainers into raving fans
Complaints are a customer feedback goldmine and one that companies ignore at their peril. But how you handle the complaint is even more important: it’s a moment of truth that…
“Customer Experience Day? That means eff-all to me!”
Did you have a good Customer Experience Day? What? You didn’t realise it was happening? Strange! I thought it was up there with Pancake Day, Mothers’ Day, Fathers’ Day and…
The good, the bad and the ugly: Thames Water
If there’s one thing that makes my blood boil - It’s seeing a company get away with providing repeatedly poor service and get away with it. No apparent sanction. No…
AR & VR in travel – 4 levels of immersive experience
As we head towards 2018 and beyond… will 2020 vision be augmented? A practical review of the changes in customer experience for the travel industry through AR and VR or what Gartner in…
Ryanair has a customer-centric approach, but it’s not what you think
I recently co-wrote a report on customer-centric strategy for NextTen that included Ryanair as a (positive) case study. The recent problems with pilot scheduling might cause me to make a hasty edit…
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