The customer experience blog

“It’s not one channel or the other; it’s making sure that you get a richer experience in both” Christopher Bailey – Chief Creative Officer Burberry. Like Phoenix arising from the ashes, retail brands Jessops and HMV have both returned to the high street albeit in a stripped down, leaner form. Both brands were much loved [...]

“Stop listening to other people’s advice. Go with my gut” Jane Ni Dhulchaointigh. Founder sugru. These words, uttered by the inventor of sugru, the putty-like substance that is designed to fix or improve almost anything, marked the company’s transition from struggle to success in January 2009. Those of you who have read our book ‘Bold-how [...]

“We like to innovate in everything we do: from cosmetics to recruitment to ethics and campaigns.” Mark Constantine Managing Director Lush. This is the time of year when aged aunts buy gaily-wrapped gift packs of toiletries for nephews who will probably never use them. The reason is that the products are often of poor quality [...]

Customer experience, by definition, reflects the impression consumers form as they interact with brands. Trends become apparent by the innovations that organisations introduce in an attempt to differentiate, but also in the ways in which consumers respond. The use of mobile apps like O2’s ‘Priority Moments’ to curate experiences for customers; the convergence between on [...]

Sometime ago I wrote a blog in which I predicted that there would come a time when Ryanair’s performance would begin to falter because of increasing customer dissatisfaction with its business model. That time may have arrived because of the power of social media. The airline recently became the focus of a Facebook campaign criticising [...]