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
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... Winging it Some kind … Continue reading My week in CX
I’ve been working in financial services on and off over a period of more than 20 years and the debate over how many branches a bank needs has been going on for at least that long. So it was good to see the Financial Services Club keeping the debate going this week. Despite money becoming increasingly virtual … Continue reading Branch banking? Let’s get personal!
This is not so much a straight fight but more a series of skirmishes along the road to power – the power in this case being the power supply enabling my wife’s new iPhone to function effectively. It’s a story of persistence in the face of supply chain problems and one customer service rep’s action … Continue reading Service Smackdown 5: Apple and the road to power
In my attempts at bringing humour into my work, I – and I think I’m probably not the only one – have occasionally used the phrase ‘through the medium of interpretive dance’ as a shorthand for ‘out-there, wacky stuff in the business place’. Despite my love of aforesaid wackiness I’ve never actually been to a … Continue reading Locating the passion – do you know when you’ve been tango’d?
Or how you can keep going on a path of mediocrity while your customers fall by the wayside... In the second of a series of Celebrity Death Match-style attempts to set one service provider against another, we present O2 vs T-Mobile with retail outlet Carphone Warehouse holding the ring. After two years on a not-particularly-attractive … Continue reading Service Smackdown 2: Mobile Mayhem!
As someone whose walls are decorated with a fair amount of typography and calligraphy (an abiding interest from my wife's days as an art student) I was interested to see the furore generated by IKEA's decision to change its catalogue font from Futura to the more screen-friendly Verdana. Is this just an issue for font-geeks … Continue reading Of fonts, film and (rugby) football
Having been happily married for many years I don't really remember my last relationship break-up - and it's probably fair to say that any notions I have are informed by films, plays or books (or the Archers come to think of it). However I had a reminder of what it might have been like following … Continue reading Don’t leave me this way: switching mobile networks
I make no apologies for a second post on the joys of improvisation - this time inspired by seeing the Comedy Store Players (featuring Paul Merton) in an evening of hilarious improvised comedy at my local theatre last weekend. For readers unfamiliar with the improv approach, the audience supplies the source material by suggesting film or … Continue reading In praise of improvisation, comedy and Wallaby Lacrosse
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 … Continue reading Better late than never – the 2008 Open Chord awards!