A case study in how not to deliver service disruption

I generally try and avoid negative mentions of any specific businesses or brands in my weekly posts – we all have ups and downs and making changes for the better is always a challenge. But recent events in a large UK business have warranted a case study in how not to treat your customers. When… Continue reading A case study in how not to deliver service disruption

CX Portugal 3: Which businesses are driving CX success in Portugal?

As it’s been 4+ months since I started my new life in Portugal, I thought it would be fun to write a short series of posts to share how, as a foreigner, it feels to experience Portuguese service and culture. In the first of this series,“Process before customer”, I focused on some of the actual barriers… Continue reading CX Portugal 3: Which businesses are driving CX success in Portugal?

Are your business goals resonating with your people? 5 tips to drive results!

In every single operating environment around the world, irrespective of business maturity or industry sector, managers struggle each quarter to ensure that those at the bottom of the business understand, feel connected to and ultimately drive the business goals.  Every company I have worked in has done some good stuff here, but equally made a… Continue reading Are your business goals resonating with your people? 5 tips to drive results!

Three people (dis)engagement behaviours to watch out for

As we head into summer (at least in the Northern Hemisphere!) and the pace adjusts slightly, hopefully giving us a little time to reflect, develop and plan, I wanted to share two posts that relate to HOW we achieve our goals and WHAT we can and should expect from those around us in the process. … Continue reading Three people (dis)engagement behaviours to watch out for

A different perspective on the real value of employee tenure

As we head into summer (at least in the Northern Hemisphere!) and the pace eases slightly, hopefully giving us a little time to reflect, develop and plan, I wanted to share two posts that relate to HOW we achieve our goals and WHAT we can and should expect from those around us in the process. Both… Continue reading A different perspective on the real value of employee tenure

Are your customers “Happy or Not?”

I recently read an article on the amazing company called “Happy or Not”. (You can read the article on the BBC website here.)  The founders, Heikki Vaananen and Ville Levaniemi dreamed up the idea based on Heikki’s horrible customer experiences in a local IT store as a teenager.  The fact that even at 15, he… Continue reading Are your customers “Happy or Not?”

The loyalty quandary faced by airlines

I recently undertook one of my crazy “fly-around-everywhere” weekends, which took hubbie and me to six countries on ten planes with four airlines. You might think I’m crazy to spend precious leisure time on flights and in airports (on that, I couldn’t possibly comment), but from a CX (customer experience) perspective, there’s a lot of… Continue reading The loyalty quandary faced by airlines