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.
customer experience
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?
My week in CX #5
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
Experience Design: Almost Gothic?
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
Forget structure – organise around the customer!
I attended a lively breakfast discussion with some fellow My week in CX #4
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.
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 week in CX #3
Some of last week’s less positive stories look like they could turn into long-running sagas, but there’s still some good ones amongst the purveyors of low-level annoyance – including a cautionary tale from the school of rock on how I let my own ‘customers’ down…
My week in CX #2
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
My week in CX
Beginning a regular review of my own good, bad and indifferent customer experiences, in the past week. If this seems like an unnecessary insight into my fabulous life then apologies but, as Socrates almost said, ‘the unexamined customer experience is not worth having’. Here we go with some highlights and lowlights…