Customer Experience Improvement

January 29, 2017

How the customer experience vision gap is holding many organisations back

In a world that is moving faster and faster and where it seems like we have less and less time to think, there is better way […]
November 19, 2015

Persistent gaps in perceptions threaten to get in the way of future customer experience improvements

Back in 2005, Bob Thompson of CustomerThink, conducted a study for RightNow Technologies (now part of Oracle) called The Loyalty Connection: Secrets To Customer Retention And […]
March 24, 2014

The little things that destroy your customer experience

As a way of celebrating International Darwin Day on Feb 12th, published an article: Making a Charlie of themselves: The Darwin Awards for customer service. […]
August 13, 2013

When it comes to improving customer experience, what are your Brailsfords?

I love discovering new ways of looking at how we increase performance and deliver better service. I’m, particularly, inspired by insights from different areas like sport, […]