Network Rail – Words Fail Them!

Recently I was very fortunate to have Elizabeth Stokoe as a guest on the Engage Business Media podcast Customer Engagement – Examples of Excellence. Liz is Professor and Academic Director of Impact at the LSE and an acknowledged expert on conversation analysis. She is...

The War of the (CX) Worlds

Customer Experience at war with itself The first sentence of Leo Tolstoy’s novel Anna Karenina is: “Happy families are all alike; every unhappy family is unhappy in its own way.” A quick glance across both the mainstream media and the Twittersphere...

A Beacon of Light in a Sea of Indifference

UK Power Networks, a shining example of great customer experience Just ask yourself, when was the last time you and your partner got up on a Saturday morning and said, “let’s go and check out power network companies.” No, me either. But when the power goes out, maybe...

Screw it – Don’t B&Q it

In a customer service world that just keeps getting worse, according to the UK CSI’s latest survey, it takes a stunningly incompetent organisations to screw up on multiple touch points or channels, in the matter of an hour. But those wonderful folks over at...