Most Customer Experiences are accidents—and unfortunately, they are not always happy ones. Why? Unless a company designs a deliberate experience that puts the Customer first and considers the Customer’s perspective, the message you send to the subconscious is rarely...
When it comes to Customer loyalty and retention, most organizations want to appeal to the rational side of their Customers. What I know from over a decade in the Customer Experience game, however, is that rationality has less to do with it than you think. Over 50% of...
Ryanair announced this week that they had 66% ($948m) increase in full-year profits. Michael O’Leary credits Ryanair’s Always Getting Better (AGB) Customer experience program as a catalyst for these results. My reaction in a word: Rubbish! Other improved stats for...
Comcast CEO Brian Roberts vowed this month that the company wants to repair its terrible reputation for “shoddy Customer service.” My take on their latest vow to fix their Customer service problem: A leopard doesn’t change it spots. They have been talking about...
Consumer Reaction Causes Cheerios to Pull New Legal Policy The makers of the heart-healthy brand Cheerios General Mills, had a lot of heartache over the introduction of their new legal policy on their website earlier this month. They learned the hard way that...
Knowing when to change has always been an important business skill but with the ever increasing speed of change this has become a key skill. I had the pleasure of sharing the same stage as Charles Handy when I have been delivering some previous key note speeches....
