Customer satisfaction versus profits – an aviation perspective

As most readers know, my “hobby” revolves around airports, airlines, business lounges and planes.  So I was looking forward to the latest results from Skytrax, who produce an annual ranking system, based on approximately 20,000,000 customer reviews.  Here’s three observations I made from the 2017 Skytrax results: Customer satisfaction comes from delivering the right experience… Continue reading Customer satisfaction versus profits – an aviation perspective

3 tips to making your voice heard

Recently, a contact whose opinion I value gave me some feedback on my blog. They told me that whilst they liked the narrative style, it felt like sometimes my message got a bit lost in my thoughts.  I really appreciated someone telling me that.  In well over 100 posts, I haven’t really heard what people… Continue reading 3 tips to making your voice heard

A story about how data powers your customer experience

I was trying to engage a colleague in the supposition that the most engaging and addictive customer experiences tend to be the most data driven.  My colleague (an ardent fan of delivering customer delight) looked at me strangely and asked, “surely the best customer experiences are driven through the human interaction with customer success rockstars?”… Continue reading A story about how data powers your customer experience

Learning from global experience to drive your local customer experience

Yesterday I felt the need to make a comment on a popular travel blog.  I felt a sense of injustice that some comments made by readers could be considered culturally insensitive regarding  customer service in the Far East.  The comments centred around the almost obsessive need for those delivering customer service in the Far East… Continue reading Learning from global experience to drive your local customer experience

5 lessons learned about customer experience on a cruise

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

5 CX considerations when selecting a new supplier

For those of us in service delivery, we’ll often be used to supporting our sales colleagues when they are working on RFIs & RFPs.  Creating costing models, service descriptions, defining KPIs & SLAs and even showcasing our service teams to impress a prospective client.  But sometimes the boot is on the other foot.  Whether it’s… Continue reading 5 CX considerations when selecting a new supplier

Voice of the Customer: what metrics matter – an update

I’ve recently been thinking a lot about what a fully fledged, effective Voice of the Customer infrastructure should look like.  In previous posts, I’ve highlighted the importance of having a Voice of the Customer (VoC) within any customer or client facing business (let me know if you’d like links), but in essence, my top 5… Continue reading Voice of the Customer: what metrics matter – an update