The power of walking and talking

Six months into our life in Portugal, my husband and I were out walking, chatting as we strode up and down the steep hill in our corner of Lisbon – we paused to reflect on how things are going.  It’s been a rollercoaster ride so far, as one would expect with a change of country. … Continue reading The power of walking and talking

Five physical signs of poor service delivery

In the past few weeks, I’ve had the misfortune of having to deal with cancelled flights, incorrect orders delivered, poor service in a restaurant and mobile operators as I port my number from one network to another.  Of course, my regular readers will realise, this creates much fuel for my weekly posts!   Rather than commentary… Continue reading Five physical signs of poor service delivery

Have we forgotten our manners at work?

I was recently sat next to someone in an office and I inadvertently observed a conference call they were hosting.  It made me cringe – clearly some people were late, or didn’t even arrive on the call, others seemed to be talking over their colleagues, and from my line of sight, it was clear that… Continue reading Have we forgotten our manners at work?

Employer’s responsibility for mental health at work

I recently read yet another excellent post from the fabulous folks over at Userlike.  Whilst they are often focused on the customer, this time they focused on the team serving the customer.  You can read their post here, but in essence, it’s some sound advice on avoiding burn out within your customer facing teams. And… Continue reading Employer’s responsibility for mental health at work

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?

CX Portugal 2: Take a ticket – the customer nemesis

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 2: Take a ticket – the customer nemesis