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
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
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.
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?
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 […]
The Omni-Channel Experience, shaken or stirred: right concept, wrong name?
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?
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 […]
