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 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”
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.
Albert Einstein is credited – perhaps inaccurately – with the saying ‘The definition of insanity is doing the same thing over and over again, but expecting different results’ and this received wisdom inhibits us, I think, from trying something the same, albeit with a different twist.
When I set up this site I was initially unsure whether Continue reading “Recycle, reuse, remix, repeat – be daringly (un-)original”
I’ve spent a large chunk of the holiday season reading the papers and they’re chock full of articles looking back at 2008 and looking forward to 2009. Depending on how grouchy I’m feeling it’s either a neat bit of recycling or plain lazy journalism. Whatever, this year I’m not going to be left out and so I’m proud to present the first annual Open Chord Awards for superior customer service.
Driving down the A1 from a holiday in Yorkshire the other week we were in need of a coffee so pulled in at Grantham North service area. Years of UK driving have lowered my expectations of service stations considerably but Sunday afternoon at Grantham North set the bar even lower. However, this is a superior service post so read on…
To round off last week’s series on feedback here’s a story from my recent experience with the BBC. Prompted by a discussion on Ecademy about the new series of Dragon’s Den I realised I had been really annoyed by the trailer.
I’m a fan of most business programmes, particularly the ones we can watch as a family – my 11-year old son has been addicted to both Dragon’s Den and The Apprentice – but I get more than a bit irritated when the “showbiz” aspects of the programmes overshadow the business content. Continue reading “Feedback: your view is important, but not very”