How buying on emotion led to one of the best customer experiences I’ve had.
I bought a painting recently. It was something of a celebratory purchase – my business has grown exponentially in the last few months, I’ve launched…
Category: Case Study
Nothing goes together like a bird feeder, chocolate and the Bossa Nova (?!)
One of the less stressful aspects of COVID-19 lockdown constraints has been the increased amount of birdsong and, I think, more birds in our tiny…
The lost suitcase – the sad reality of customer experience evolution
According to Wikipedia, the term, ‘seven year itch’ can be described as follows: The seven-year itch is a psychological term that suggests that happiness in a…
My beef with boards
I am a burger lover from way back. Not the global-fast-food-chain type of burger but full, messy fish-and-chip-shop burgers. Long sun-kissed days on the beaches…
Experience is in the little things
A few years ago, I spent a week in Abu Dhabi. Abu Dhabi is the capital of the United Arab Emirates, near the tip of the Arabian…
Customer Experience in Healthcare – How Bupa Arabia has created extraordinary performance growth using customer innovation principles
“World-class” is a term that should only be used for those companies that perform way above the norm. When you drill down to what “world-class”…
Creating a memorable coffee shop experience
How can retailers stand out from the competition and ensure sustainability of in-store coffee experiences? My husband and I recently visited a local coffee shop…
United CEO does not care about customer’s happiness. Really?
Lately, I have been thinking about United Airlines. In the beginning I was thinking about them, because I was asked if it is possible to…
United airlines culture problem
I am often asked what organizational culture is. Frequently, I meet with executives who are feeling defeated by the scale and complexity of leading cultural…
A moving tribute
In 2014 888,246 hand-made ceramic poppies were planted in the moat surrounding the Tower of London to commemorate the 100th anniversary of Britain’s involvement in…