In a week in which my customer experiences revolve around eating, I give some feedback, find out how much my advice is worth, eat far too much pizza and receive more communication from the mysterious Amy Ingram…
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.
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. Continue reading “My week in CX #7”
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. 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 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?
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 Continue reading “My week in CX #5”
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.
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”
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”