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Not so EasyJet – the importance of a customer promise

October 28, 2016

Now, you might be forgiven for initially thinking that this is yet another blog whinging about poor customer service from a major brand that is already well known for not offering particularly good customer service. But it isn’t. That isn’t to say that I wasn’t on the receiving end of poor service, because I actually was. However the underlying message behind this story goes a little bit deeper. This story

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Who owns the customer?

April 30, 2016

Just over four years ago, I wrote a blog post called “Who owns Customer Experience?”. The purpose of the post was to attempt to establish the best ‘place’ within the business to ‘house’ the Customer Experience professionals. Ultimately, the purpose of the article was to argue that customers experience the business cross-functionally, and as such can be influenced by all or any of the functions of the organisation. As such,

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The Importance of a Branded Customer Experience

May 29, 2012

The opening line reads “In one sense, perhaps the most important sense, a brand is a promise”.

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