2020: A new decade of service

I hope we’ve left The Experience Economy behind. I’m tired of Customer and Employee Experience. It was good while it lasted, in that it renewed everyone’s focus on the importance of the customer and the employee in any service. But the outcome of a decade of experience programmes has been some cosmetic change, but not … Continue reading 2020: A new decade of service

Why do some sectors give better customer experience than others?

I was reading Forresters 2008 Customer Experience Indicator the other day (I know, I’m well behind on my reading – its a challenge for us all apparently) and what I saw made me think. What is it about retailers and hotels that give them such high rankings? I’m guessing it’s their constant daily contact with … Continue reading Why do some sectors give better customer experience than others?