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…
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…
If your marketing is not working then be careful you don’t blame the messenger
I wouldn’t be surprised if you were like most business owners and marketing executives in that you’ve tried dozens of marketing tips or ideas, and have been disappointed in the…
Cost Out – Experience In. The formula for business transformation
In the last twenty years I have worked for a range of different organisations of varying shapes and sizes. I started out with a small independent invoice finance business in…
Corporate transformation will soon switch from digital to purpose
https://pod.co/punk-cx/interview-with-mark-curtis-of-fjord Today’s interview is with Mark Curtis, Chief Client Officer at Fjord (part of Accenture Interactive). Mark joins me today to talk about Fjord’s new Trends 2020 report, some of the…
Why Customer Experience transformations stall?
In this follow-up to my article titled “Has Your CX Transformation Stalled?” I continue to outline why customer experience transformation efforts stall or slow. In the previous article, I focused…
The risks of taking loyal customers for granted
One would always assume that the more loyal the customer, the better service they may expect to receive from the organisation they have been so loyal to. You would not…
The concept of logical thinking. Geometric shapes on a gray background. Business building concept.
Habituation and the risk to customer experience
I watched a really interesting TED talk by Tony Fadell, originator of the iPod, the other day. In it he was talking about a process called habituation and how it helps…
The current state of Customer Experience in Retail
The business world as we have always known it is changing. Many would argue that is always has been – changing that is. Since the dawn of time, human beings…