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

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

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