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The Job of the Customer Experience Manager

February 9, 2015

The need to improve customer experiences has been around since cavemen traded rocks for fish.  And as our understanding of complex customer experience issues has grown, so too have the opportunities for those moving into leadership and management roles. Having credibility to influence change is at the heart of the job.  But in reality, it can … Continue reading →

Are we talking the right language of customer experience?

October 24, 2014

Many customer experiences simply happen because when it comes to the attitude and processes, we hear people say “We’ve always done it this way”. And if it works today, why not? Well, for a start things could be so much better. Maybe – and I’ve often seen – things aren’t actually working in the way your customers want. The consequences of complacency are huge yet that word rarely, if ever, makes an appearance on the “risks and issues” log.

Will thinking like a retailer improve customer experiences?

October 8, 2014

“We need to think like a retailer”.   Really? In listening to those who are looking to improve customer experiences, I’ve heard two very different opinions from the aviation industry this year on where the aspirations lie.   The airline: “We should think like a retailer who happens to run a fleet of aircraft”.   The … Continue reading →

The Cost of Not Improving Customer Experiences

September 25, 2014

The most recent survey by Which? of the best and worst brands for customer service in the UK highlights two critical issues for those involved in improving customer experiences. One, is where squeezing every last penny out of a customer costs so much more in the long-term and two, how the sources of dissatisfaction are not about the lack of “Wow” experiences.

A Response to ‘The Value of Customer Experience, Quantified’

August 11, 2014

  The Harvard Business Review recently published an interesting article following research carried out by Peter Kriss of Medallia, exploring, and quantifying the value of customer experience. You can read this article here: http://blogs.hbr.org/2014/08/the-value-of-customer-experience-quantified/ This is a helpful study. Any reliable data that quantifies the impact on a business of positive or negative customer experiences has … Continue reading →

Differentiated customer experiences require differentiated thinking

July 22, 2014

Organisations waste time, money and effort if their approach to creating differentiated experiences is based on the very undifferentiated “Let’s walk a mile in our customers’ shoes”.   Inspiration for better and more valuable experiences comes from those who experience things differently.   When teams set out to map customer journeys there’s often a familiar reminder […]

For improving customer experiences I’d rather have Right Data than Big Data

June 3, 2014

On my first day of my first proper job in the UK they called me “New York”.  Not because I was energetic, intriguing or that I never slept but because, when it took me a while to understand what was apparently an hilarious corporate joke, I was – in their words – “five hours behind”. And many […]

Mapping the journey of Mapping the customer journey

March 21, 2014

If an organisation has customers, by definition it also has a customer experience whether it realises that or not.  May as well make it the right one, then. To fix the problem, much faith is put in mapping customer journeys.  Done properly they are powerful […]

Mapping the journey of mapping the journey

March 7, 2014

Mapping the journey of mapping the journey If an organisation has customers, by definition they also have a customer experience whether they realise it or not.  May as well make it the right one, then. To fix the problem, much faith is put in mapping customer journeys.  Done properly they are powerful tools but there … Continue reading →

Whose role is it anyway? The organisational side of Customer Experience

February 6, 2014

The philosophy behind customer experience has been around since cavemen first traded a club for a spear. It was simple then, as it is now. If you didn’t like who you were buying from or you felt they were getting more out of it than you, you’d probably get your own back by inventing the […]

B2B or B2C, it’s all P2P to me

January 15, 2014

In an age of big data and a seemingly endless capacity to produce and absorb information, one could be forgiven for believing that the end of the TLA, the three-letter acronym, is nigh.  It should be, particularly for the subject of this piece, but for different reasons. Popping up everywhere in emails and presentations, these […]

Customer experiences highlight the danger of businesses taking relationships for granted

October 1, 2013

The sage advice “Don’t bite the hand that feeds you” needs no introduction but it clearly infers that one party is more needy than the other. It’s a sentiment that’s always been true in a commercial context since the earliest days of trading.  In today’s world though, while the business side is becoming increasingly reliant, the experience they […]

Luxury or productivity? The question of value for Business Aviation’s customer experience.

September 5, 2013

FBOs and charter airlines are in a strong position to capitalise on the belt-tightening consequences of recent economic conditions.  That’s providing they are able to articulate their value in a meaningful way.  Value, to paraphrase, is in the eye of the beholder. Understanding what that means in reality and then being organised to do something […]

Customer Experience at the Board table: a voice, a vote or a veto?

August 19, 2013

Everyone seems agreed that, like the complaints department, in theory the real aim of an in-house customer experience team should be to do itself out of a role. I say that because if every decision made by an organisation strikes the right balance between what its customers value and what drives the corporate value, then […]

Do aviation investors need better sight of the passenger experience?

July 24, 2013

This article, written by Jerry Angrave, first appeared in the BlueSky blog for Terrapinn ahead of the World Low Cost Airline Congress held in September 2013 There’s no doubt that airlines are having a tough time at the moment for reasons that are well documented.  And, in common with many other industries, it’s also fair […]

The Omni-Channel Experience, shaken or stirred: right concept, wrong name?

July 2, 2013

Any time, any place anywhere – it’s the right one.  Who knew that the now decades-old yet iconic Martini ad campaign was forming the basis of what is now tagged as the Omni-channel experience. The concept is exercising many brains right now.  We know that in an ideal world we need to give an easy, […]

The Customer Experience message; a victim of its own success?

June 13, 2013

Over 23 million variations on a theme.  At least, that’s how many links you’ve access to if you put “Definition of customer experience” into Google.   There are only 3 million more links to “Definition of humanity”. So it’s not surprising that to engage the corporate leadership team or those of a sceptical, short-term disposition in […]




Jerry Angrave

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active 1 year ago