Our very good friend Steven is as hooked on cruises as much as we are hooked on flying. He can tell you the size, weight, capacity and features on almost any cruise ship just from the name of the ship! For quite some time, he’s been encouraging us to “give it a try”, and so… Continue reading 5 lessons learned about customer experience on a cruise
If, in the middle of a flight, I notice that the pilot was sat at the back of the plan rather than in the cockpit, I’d be worried. A pilot’s priorities are to fly the plane, remain in control, and take the passengers safely and swiftly to their destination. In the same way, as a… Continue reading 4 tips on (re-)prioritising your workload – realistically!
Over the 12 days of Christmas, my husband and I undertook a crazy 12 flight trip between Europe and the USA. Our travels spanned 3 airlines, 10 time zones and 7 international airports. For some, this might sound like a horrendous way to spend their holiday time, but for an airmiles addict, it was fantastic… Continue reading Confessions of an airmiles addict: Loyalty Learnings
When I think about businesses I love, business I use frequently or businesses I’ve grown to rely on, I feel an immediate emotional reaction – this got me thinking; love them or loathe them, fans and detractors have a lot more in common than we might think, so this week, I thought we could explore… Continue reading Could your worst detractors also be your greatest fans?
I recently spent a few days in the Netherlands, celebrating my 5th wedding anniversary. Beautiful weather, incredibly flat & green country with the world’s tallest men, I’ve often visited the country’s capital, Amsterdam, so was keen to explore beyond to new destinations. It’s yet another country where almost all adults speak flawless English, making it… Continue reading Dutch Customer Service – what did I learn?
This week’s theme of honesty with your customers was prompted by my own experience recently with my mobile phone provider. It reminded me of the importance of being honest, and for customers, the considerable gap between what the business tells me and what actually happens. This is important, because despite marketeer’s efforts to make “personalised… Continue reading Be honest with your customers to maintain their trust
Many businesses pride themselves on great customer service, and I love experiencing and sharing those golden nuggets to inspire others to up their game. But everyone has an occasion when something goes wrong. How well you handle service recovery is so important as to whether you end up turning a customer into a raving fan, or… Continue reading When service fails, how do you handle service recovery?