I like the occasional beer, and I like brands that position themselves as something a bit different, so it was disappointing to read of the contortions that self-styled punk brewers Brewdog went through when their solicitors asked Birmingham pub The Wolf to change its original name - The Lone Wolf - as it conflicted with … Continue reading Dog days: when brands bite
In a week that has been dominated by the attack on Westminster Bridge and the Houses of Parliament on Wednesday I, like the vast majority of Londoners, have just carried on with what I need to do. This week has involved monkeying around with surveys, talking about agility and generally getting distracted. When I survey … Continue reading My week in CX #7
Designing and implementing a new operating model is one of the biggest challenges an organisation can undertake, and increasing pressures and strategic priorities mean that results need to be achieved in a shorter and shorter timescale. Do the agile approaches that have arisen over the last few years - mainly in the development of digital … Continue reading Developing a new operating model: agile or fragile?
In which this runner's customer journey comes to a standstill, a national institution gets quite matey and an orchestra prompts new thoughts about customer experience. Runners need a rest from feedback After grumping last week about Runnersneed's tardiness in responding to my feedback I received an email from the branch manager in which he clarified … Continue reading My week in CX #6
I was struck a few years back when I read Herb Kelleher's excellent account of the growth of SouthWest Airlines that he held the view that customers come second whilst employees come first. Aha! I thought, contrarian thinking from the head of a company renowned for delivering a great customer experience, that's great! And since I … Continue reading Customers first, or employees – do you really need to ask?
In a week of customer experience lunches I re-discover that it pays to complain, get creative online and wish more people were like the #timetunneltrain driver. Whole lotta lunch Fay Maschler, restaurant critic of the Evening Standard publishes a diary of what we might call her meets and eats alongside her weekly review. Mine lunch … Continue reading My week in CX #5
What does Gothic fiction have to do with customer experience? Not something I've thought about until recently but the parallels are interesting. When I'm working from home I like to have BBC Radio 3's Essential Classics and on Tuesday's broadcast studio guest Sarah Perry, author of much-lauded novel The Essex Serpent (also next up in my fiction reading … Continue reading Experience Design: Almost Gothic?
I attended a lively breakfast discussion with some fellow OCXD-sufferers at Comotion last week. The starting point was what form the Chief Customer Officer function should take, but the resulting discussion took us in a slightly different direction. My take on it can be found here.
There's quite a bit in this week's cavalcade of customer fun that relates to healthcare and queuing so it seems entirely appropriate to dust off a jazz-rock-fusion classic from my vinyl collection for this week's photo. Meanwhile, some of the recent sagas come to a close (and some don't) and everybody seems to want my feedback. Street end-of-life … Continue reading My week in CX #4
They say you should never start with an apology - but let's break that rule: apologies in advance to anyone reading this who does actually suffer from obsessive compulsive disorder (OCD). This post is not intended to trivialise a serious mental health condition but Obsessive Customer Experience Disorder (OCXD) seems like a good way of characterising my own … Continue reading Five key questions to check if you have OCXD