Unlocking the value of the worst customer experiences
The case for service recovery and fixing root causes In this paper we will look first at the value of well managed “customer recovery”...
Five Secrets of Good Customer Experience Design
Five design principles that help create successful design Customer feedback, process measurement and data analysis are great ways to...
The Great Measurement Debate and Working from Home
No measures versus the right measures The seismic shift to working from home brings to the fore an emerging debate regarding different...
When the Least-Worst Outcome is the Best
Making an intentional bad experience as good as it can be using Human Centred Design We have all experienced the pain and effort of...
Lessons from the Book of Change
The Flaws in Standard Change Management Methods Introduction Companies today are facing more change and it is accepted that it is coming...
Digging Deeper to Understand the Customer Experience
The Dangers of Simplified Measures and Metrics It is common in business to want to simplify everything and many articles and books...