On a recent holiday to California, my wonderful friends in LA had organised a few days of wine tasting in the Napa Valley. I’d previously only done wine-tasting (at vineyards) in Europe, so as well as a great opportunity to compare “old world wines” with “new world wines“, I thought I’d share what I learned… Continue reading CX Learnings from Wine Tasting in Napa Valley
We live in a connected home – my husband is a secret geek who loves all things automated. Lights, security cameras, heating, TV, music, the garden, even the doorbell are all connected up and accessible via our mobile phones. We have fully embraced technology, and welcomed the internet of things into our lives. From a… Continue reading The Internet of Things needs substance!
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
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
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
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
Many of us will be in the process of carrying out quarterly reviews, checking budgets and revenue progress and making sure we are on track for delivering our 2017 goals and objectives. At this point in the year, it’s also a great time to check back on your bigger plans, strategy and vision and make… Continue reading 6 tips to get your strategy back on track