Nick Bush

How often do you offer genuine hospitality?

Nick Bush fills up with hospitality, but wants more Having grown up in a hotel and then a restaurant I am, more than most people I suspect, obsessed with the hospitality industry. But a recent experience made me realise that hospitality businesses rarely offer hospitality...

Are you an inspirational customer?

Customers should be better at providing meaningful feedback – and service providers should make it easier for them to do so Another caffeinated customer experience gave me a new perspective on feedback. I was in a local chain coffee shop, taking advantage of a freebie...

What to do if your customer’s a jerk

Zero tolerance is the only option I’ve focused recently on the toxic effect that people who behave badly at work have on overall morale and performance. The behaviour of these jerks or assholes should be dealt with to minimise its effect on their immediate colleagues...

Can CX save us from a bleak future?

Dystopian visions send Nick Bush a warning about the future of customer experience I misread a message from a colleague yesterday telling me that Gordon Tredgold’s article on 15 things teams hate about you was on LinkedIn. I clearly hadn’t woken up as I thought...

Is poor service letting down your social media strategy?

According to a recent survey it is – but fixing it requires commitment across the whole organisation Whatever you may think about Facebook, Instagram or Twitter, their ethics or market capitalisation, social media companies are not about to disappear as a channel through which brands...

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