Are your trousers too tight?

So what exactly have tight trousers to do with customer service or the customer experience? Well, you know, don’t you, when you have a problem with your weight before you get on the scales, because your trousers start to feel tight? And when this happened you have three options: Denial – blame the washing machine […]


Why are we waiting?

Let’s face it; none of us like to be kept waiting. We always think of the 101 things we could be doing instead. Whether it’s waiting in a queue, being put on hold, waiting for a slow internet connection or waiting for a meeting or delivery, any of these situations can try our patience. So […]


It’s more than just a card…

According to a recent Accenture report the UK has the biggest percentage of people telling their friends about poor experiences.   So to build loyalty is it just about having a loyalty card?   Of course not, but when I tell people I help businesses build loyalty it’s always the first thing they think of. […]


Do you ever fall down at the final fence?

What a waste! You’ve had a fantastic time. You’ve been well cared for, attended to with fantastic hospitality. Your meal, stay or day out was wonderful, the atmosphere was relaxed and all your friends and family have had a good time. But then it all turns sour. It’s time to go home and suddenly no […]


Damage Limitation

Even with the best will in the world sometimes there are things that go wrong; accidents happen, things get missed or events occur that are totally out of your control. So what can we be doing the lessen the impact on our customers’ experience and limit the potential damage to our reputation? Prevention is better […]


Begin with the end in mind

If you’re familiar with Stephen Covey’s “The 7 Habits of Highly Effective People” you’ll know that the second habit is “begin with the end in mind”. Whenever I’m talking to businesses about the customer experience I find this is the best place to start. I like them to imagine either the conversation customers will be […]