Posted by Rant & Rave
As a sports-mad teenager in the early 90’s, my weekends were spent like most lads my age - pestering my Mum to buy me the latest trainers, football boots and sports equipment.
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December 3, 2014
Topics:
Customer Experience,
Retail Customer Experience
Posted by Maria
A few years ago I found myself enjoying a rather smart meal on a cruise ship, whilst being thoroughly patronised by the Marketing Director of a UK Train Operating Company.
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November 14, 2014
Topics:
Customer Feedback,
Customer Experience
Posted by Mike McMaster
I have just opened a new bank account. The first one in over 25 years. And all my fears about snail-pace bureaucracy, unintelligible forms, endless call management options (press 1 for a service you...
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November 12, 2014
Topics:
Customer Experience,
Blog
Posted by Maria
I don’t know about you, but as a customer I like it when things are made easy for me; when brands tell me everything I need to know before I have to chase them, make it personal and relevant to me...
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October 2, 2014
Topics:
Customer Experience,
Proactive Communication
Posted by Gareth Rees
What is the difference between empathy and sympathy? The Oxford English Dictionary is very clear that sympathy is, “feeling pity or sorrow for someone else’s misfortune” and empathy, “understands the...
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September 15, 2014
Topics:
Customer Experience,
Customer Emotion
Posted by Mike McMaster
When we want customer service, we tend to want it to be a good experience. And how long it takes is certainly part of the mix – it is one of the 4 key drivers of whether a Customer Experience is easy...
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August 28, 2014
Topics:
Customer Experience,
Customer Experience Management
