Experience is in the little things
A few years ago, I spent a week in Abu Dhabi.Abu Dhabi is the capital of the United Arab Emirates, near the tip of the Arabian peninsula overlooking the Persian Gulf and…
Creating organisational change using Business Process Management (BPM)
For the past few months I’ve been engaging in an Enterprise Resource Planning (ERP) system merger & new supply chain management project. I was mainly involved with change management, more specifically…
Creating a memorable coffee shop experience
How can retailers stand out from the competition and ensure sustainability of in-store coffee experiences? My husband and I recently visited a local coffee shop with some friends, and I…
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.…
Who should I hire first on my cx team?
Although Customer Experience has been around for a long time, hiring for CX has become a greater priority for executives and funding committees only in the last 5 years. With…
Using data to improve customer experience
I recently conducted an interview with ReachForce on the subject of ‘using data to improve Customer Experience’ – here is what I had to say… How did you become so passionate about…
Is your business customer obsessed?
If you’re not running a customer-obsessed business, you might be missing out. I have noticed many companies are focusing on being customer obsessed. What does that actually mean? Well, in…
Improve your customer service with more “gorms”
A distant reminder of Candid Camera is nothing to smile about. As a TV-obsessed tot in the 1960s, one of my favourite programmes was Candid Camera. With its procession of…
Trust – the embodiment of customer experience
Trust – a small word that means so much. It is a word that plays an enormous part in all our lives. A word that epitomises our start in life…
Making customers feel welcome is so easy but why is it still so rare?
A "non-toxic" theatre visit ticks all the right boxes If you’re lucky enough to get a ticket to a popular West End show – and in my case even luckier…