My week in CX #8

Delays to last week’s customer experience owing to some pressing client work means that I’m casting my mind back to about a fortnight ago… if only I had some memory enhancement to help me… more on that later. It was a week in which tech matters seemed to come to the fore, particularly in the area of artificial intelligence (AI) where the future may be arriving, albeit slowly.

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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 have come across similar statements from Richard Branson and many others  I have tended to repeat this as a piece of received wisdom. Time then to unpack the issue and ask: in a company that wants to provide a great customer experience do customers come first or second?

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My week in CX #2

Unhappy feet

It’s been a good week for my own experiences as a customer covering everything from pubs to running, although not at the same time. Let’s start with the running…

Runner’s needs met?

Lately I’ve been dogged by a pain in my heel, most noticeable when running and I think I can attribute it to some otherwise super-comfortable running shoes I bought from Runnersneed last year. A brief internet search just now – which I normally avoid because of the risk of early-onset hypochondria – reveals Continue reading “My week in CX #2”

Valentine’s Day – not just for cynics

It’s Valentine’s Day, which we all know is the annual effort by the chocolate industry to fill in the gap between Christmas and Easter over-indulgence by buying over-priced confectionery involving heart shapes and red wrapping. Or it’s the flower industry getting a lift before Mothers’ Day. Or it’s the card industry still trying to be relevant in the era of e-cards and… well, you get the drift: it’s a feast day for cynics. Or is it? For the customer experience-obsessive it’s a day of wonder –  Continue reading “Valentine’s Day – not just for cynics”