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

When is the right time to automate?

In previous posts, I’ve talked about deciding on outsourcing or keeping in house, and I’ve also talked about which team owns different aspects of your customer journey. Following a colourful discussion with a former customer this week, I thought it would be interesting to talk about when it’s the right time to automate your customer… Continue reading When is the right time to automate?

5 journalistic techniques to use when dealing with challenging customers

I was recently fortunate enough to attend a media & press training course, where a popular and well respected journalist helped us consider our words, mannerisms, responses and impact. It was, as you’d expect, eye-opening to say the least. Through the training, the journalist shared simple tips and tricks to be more effective in a… Continue reading 5 journalistic techniques to use when dealing with challenging customers