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

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

6 tips to get your strategy back on track

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

The curious tale of “nana’s diary”

On a recent visit to a business, I came across a very strange practice.  I met a bunch of dynamic, bright and articulate people, working really hard to deliver a great service to customers.  They are well respected and very efficient at what they do, they have relatively clear processes and  a solid understanding of their… Continue reading The curious tale of “nana’s diary”

5 superpowers your customer team should have

We’ve entered into one of our busiest periods at the moment, and we’ve worked hard on planning and preparation to ensure that we deliver the best possible experience, despite the volumes of work.  A key part of that preparation is thinking about the customer facing people, and how ready they are for the extra work.… Continue reading 5 superpowers your customer team should have

Why flight AA100 is the place I feel most at home

On return from a recent holiday, I was fortunate enough to be in my favourite seat on my favourite plane – American Airlines flight AA100 from New York JFK to London Heathrow.  Not for the first time, I’ve chosen a specific route home to incorporate this flight, and once again, it was a great experience.  Next… Continue reading Why flight AA100 is the place I feel most at home

Confessions of an airmiles addict: Loyalty Learnings

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