Alan Pennington

Vodafone continue to undermine their customer experience….read my emotional reaction in this “rant”!

Love the Vodafone strap-line "power to you" if only it was true - maybe it should read "Vodafone we will try to abuse the power we think we have over you" not quite as catchy but at least it is true. When a...

British Airways customer experience will be worse than Ryanair as early as next year….the...

Following on from my earlier post of September 2016 highlighting how British Airways is sinking into the customer experience mire by taking the opportunity to move from an easily distinguished full service carrier to a hybrid low cost/premium player it now transpires that in...

Customer Experience the ‘Elephant in the Boardroom”….and how to eat it!

The ‘elephant in the room’ is a highly-visual representation of something that exists but we try to ignore. Picture yourself in your office or study and the elephant squished into the room, too. As much as we pretend it isn’t there, the big, grey...

What are the top three drivers of customer complaints and how do we fix...

When do we as customers complain? When it matters, when we have been let down, when we did not get what we expected. In short to trigger a big enough reaction that we as a customer decide it is worth the effort...

The ‘big data’ con in Customer Experience….

‘The big data con in customer experience: What is important is the right data, usable data at the right time. When it comes to measuring what customers really think about your business, it’s actually small data that really counts'. If you want to understand what...

British Airways take my “Expectation versus actual Customer Experience” test…..and score 2/10..

This article generated a lot of interest when I published it earlier this week on my blog thecustomerexperiencebook.com, it plays to the heart of the issue with Customer Experience - in the end it is about delivering on the customer expectation that you as...

Why not fit for purpose financial and business planning is holding back the development...

It is time to wake up to the fact that the way companies business and financial planning for the delivery of their customer experience and how they appraise customer experience initiatives is out of date and is actually having a negative impact on potential...

Time to REALLY think differently about customer experience…..

Over the last 10 years I have seen many attempts by teams to engage with their companies customer experience and how they have failed, the discipline (emerging as it is) is still being dominated by old thinking - 'wow' your customer, be 'customer centric',...

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