My week in CX #6

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

Customers first, or employees – do you really need to ask?

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?

Five key questions to check if you have OCXD

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

Business lessons from the Edinburgh Fringe: 3) Just add circus skills

If you have been following this series closely you'll be equipped to build great relationships with your customers and be able to motivate your co-workers with a few killer one-liners and some well thought-out communications. There's just one thing that needs to be added to spice up the workplace: circus skills. Yes, this is my … Continue reading Business lessons from the Edinburgh Fringe: 3) Just add circus skills