Coronavirus Travel: What does hospitality mean now?
Earlier this week, I traveled to New Orleans from JFK Terminal 5 in New York. I had planned an airport conference a few months ago. Although many colleagues chose not…
How to design the retail experience of the future
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…
In search of a magic number? Try 150
Bear this number in mind when aligning your organisation around the customer. It’s become more than a cliché but people (including me) are still writing articles with a compelling number…
Putting compassion into customer experience
BBC Radio 4’s ‘Money Box’ isn’t often where you go for a scoop with political ramifications but today’s announcement by the programme that families on Universal Credit will miss out…