Five key questions to check if you have OCXD

The drugs won’t work

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 Continue reading “Five key questions to check if you have OCXD”

Service Smackdown 6: Casual dining, casual service?

It’s an occupational hazard of this line of work that I feel obliged to fill in online feedback forms whenever the opportunity is presented. Recently I’ve been invited to do so by two outlets operated by Tragus Group – whose website proclaims they are one of the UK’s largest casual dining groups and their brands include high street favourites Strada, Bella Italia and Café Rouge. As they use the same survey engine it seems a good opportunity to promote a Service Smackdown bout between two evenly-matched  opponents: in the red corner, armed with several bottles of lethal brew, the Belgian Bruiser that is Belgo; in the blue corner, with an audience of adoring fans across the country, I give you Strada! Seconds out…

Continue reading “Service Smackdown 6: Casual dining, casual service?”