Towels and farewells

Towel Day has passed me by in the last few years (actually it’s passed me by since its inception) but I noticed it last week and as it reminded of a towel-related customer experience I’d intended to write something and shamelessly exploit the hashtag for a link or two. In the end a mild virus – barely even man-flu – was enough to put paid to that plan but, as it’s quite a good lesson in customer experience I won’t save it until next year.

Continue reading “Towels and farewells”

Tales from the sharp end #1: M&S Food

Starting an occasional series in which I report back from the front line of customer experience. As well as an obsession with the minutiae of customer experience I have an obsession with keeping things as simple as possible (but no simpler as Einstein once put it) and so a recent experience with M&S Food reminded me, once again, how introducing even a small amount of complexity into a transaction can result in a poor customer experience, despite the heroic efforts of front line staff… Continue reading “Tales from the sharp end #1: M&S Food”

Five objections to The One Rule

In last month’s post I identified The One Rule for strategy in a customer-driven organisation.

Everything relates to delighting customers

The use of the word delighting is important: it means achieving the customer’s desired outcomes.

The word everything is important as well as it’s likely to be the source of a number of questions or objections that might be arising. Let me deal with the ones that I can think of… Continue reading “Five objections to The One Rule”

My week in CX #10

Jazz minus pizza

There’s only so much pizza a man can take in the interests of customer experience and so this week my Pizza Express odyssey comes to a (satisfactory) conclusion. In other news, my local arts centre makes me yearn for a bit of NPS and decide to call time on the weekly reports. Continue reading “My week in CX #10”