What to do if your customer’s a jerk
Zero tolerance is the only option I’ve focused recently on the toxic effect that people who behave badly at work have on overall morale and performance. The behaviour of these…
How not to leave customers stranded on the busiest travel day of the year?
Meet Diane. She is traveling with her 2 year old and 5 year old to her in-laws’ house for Thanksgiving. This is the one annual trip she has to take.…
Subway CX kills chivalry in NYC
Liliana Petrova finds that the New York City subway's customer experience makes customer behaviour worse Brands with values inspire customers who interact with them. Nike encourages us to be brave and embrace…
Build a community and you won’t need customers
Instead, you’ll have committed fans who’ll go the extra mile for you Here’s a heart-warming story from my recent holiday – and I promise it’s the last for now –…
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CX Heroes and Villains: Rail and Energy
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…
Image: Nigel Thompson, licensed under Creative Commons CC BY-SA 2.0
Customer Experience Heroes and Villains: sourdough and sour commuters
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…
Ooh, Uber – look behind you!
At this time of year, at least in the UK, we love a pantomime villain that we can hiss and boo at every time they step on stage. With impeccable…