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…
Coronavirus isn’t the only thing killing the aviation industry
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…
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…
My beef with boards
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…
How often do you offer genuine hospitality?
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…
To keep your fickle customers, focus on repeatable great experiences
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…
Get CX basics right and you don’t need to invest in “wow moments”
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,…
It’s no joke: discourtesy hurts your business
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.…
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Customer service basics can make all the difference (part 2)
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…