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giffgaff: how to generate delight and advocacy without spending a fortune
Occasionally I come across a brand, an organisation, a bunch of people who get it, who practice it as opposed to talk about it. Who am I talking about? I am talking about giffgaff – a mobile virtual...
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Customer Experience: how two staff in a wine bar left me feeling great and...
After a long week we find ourselves at Dallas/Forth Worth International Airport It had been a long week, a week full of interviews, workshops, dinners, fellowship and travel from one site to another in...
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Customer Experience: how Halfords has won a place in my heart
I notice that I experienced a interesting experience as a customer of Halfords and I want to share that with you – especially the phenomenology of my experience through the various interactions. I...
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Amazon: Earth’s Most Customer-Centric Company?
Does Amazon deserve the label of ‘Earth’s most customer-centric company’? Before I answer that question, allow me to tell you a little story about a well-known telecommunications company, one whose...
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