Tags » Christopher Brooks

The soundtrack to our CX lives

It was only a matter of time before someone pulled together this ridiculous notion. So I thought, why not me. I often dive into popular culture forms to find examples of the outcome or process I wish to convey. 2,244 more words

Lexden

Why we need to rethink how we measure Customer Experience

There’s a rage of words between Ryanair and anyone measuring their Customer Satisfaction which presents a different score to what they believe it is.

Which! have a 52% rating for Ryanair.  1,317 more words

Lexden

How small Customer Experience steps make a big difference

Most of the time I spend on Customer Experience is focused on helping clients design effective  customer experience programmes to drive profit through adding customer value. 641 more words

Lexden

Are customers being unfair on Ryanair?

It’s been difficult to miss the recent trauma caused to the Ryanair brand following its announcement that its pilots are off on holiday for the rest of the year. 1,185 more words

Lexden

How bottled water, fresh fruit and Ipads build a more emotive Customer Experience

I was judging at the FS CX awards last week. Each year the standard and the activation ideas improve. With some significant developments such as retail banks shifting from business discipline silos to customer journey org structures and others ditching CSAT and other measures in exchange for measuring their ability to fulfil ‘what matters to customers’. 750 more words

Lexden

Space is the Place (1974)

The 1970’s had some crazy films back in the day, so it’s no wonder why I’ve been focusing on films from that time all month, because I love 70’s cinema. 519 more words

C

Free Customer Experience Progress Assessment

As independent Customer Experience Consultants, we have launched a free Customer Experience Programme Assessment tool to help clients review their internal practices against several areas where alignment is required to achieve distinction through customer experience. 511 more words

Christopher Brooks