Experience or Expense? - Social Media – Breaking Off the Engagement? - Social media has now become an integral consideration of any marketing or customer engagement strategy. It is indeed a very powerful tool.......

Observation Post - Supermarkets Feed Back? - Why is it that just when a supermarket decides to improve a product, making it increasingly popular to the point that it is flying off the shelves and you have trouble getting your hands on the item, do they then....... 

Making Your Mark - Setting Sail - If you haven't already embarked on a social media strategy in your organisation, and that hasn't been a pro-active decision, perhaps now.......If you are already in that world, perhaps now is a good time to.......

Experience or Expense? - All Systems Go? - With the increased and accelerating e-communication opportunities, replacing or adding to traditional in print and broadcast communications, the face of customer communications and engagement is changing.......

Observation Post - Foreign Travel Guide - How frustrating is it when you're talking to your sat nav, then say a random aside, when for example, you've missed a turning, and the sat nav lady decides....... 

Making Your Mark - System Breakdown - Try taking a step back and looking at your customer interaction, communication and relationship systems, and asking these questions.......

Experience or Expense? - Journey Mapping - I have undertaken many expeditions in the Lake District and each one has had a poignant and close connection with some aspect of the customer experience.......

Observation Post - Outside Broadcast - Why is it that when you plan to have a relaxing day at home and pottering in the garden, do workmen turn up at a neighbour's house and....... 

Making Your Mark - Cutting Down the Journey - Thinking about a journey your organisation sends your customers on, how complicated is it? Does it have stages which.......

Experience or Expense? - Feedback and Feedforward - Over the last 6-12 months, I've noticed that an increasing number of organisations that I've interacted with online (internet or telephone), have asked me for feedback on the experience I've had with them.......

Observation Post - Making Up the Difference - Why is it that when your supermarket has run out of the particular item/s that you wanted, you are then forced to pay for a more expensive alternative....... 

Making Your Mark - Customer Power - Looking at all the channels and methods through which you request customer feedback in your organisation, if you don't do so already.......

Experience or Expense? - Not Their Calling - I have contact with quite a lot of call centres, both on a professional and personal basis. In fact, hardly any of us.......

Observation Post - Double Take - Why is that you so often receive two letters from the same company ........ and even from the same department....... 

Making Your Mark - Targets in Your Sights? - Looking at the various divisions of your organisation, if you were to take all the targets that have been set and.......

Experience or Expense? - Annoyingly Helpful - I never fail to be amazed at the wealth of good, poor customer experience examples I glean from hotels.......

Observation Post - Breaking Point - Why is that when you have to use a supermarket's bags because you've forgotten to bring your own....... 

Making Your Mark - Exceedingly Good Experience? - Is there something that your organisation is doing as part of the customer experience, which is meant with all good intentions to be helpful.......

Experience or Expense? - Tuned-in Reception - I speak to and see a lot of reception areas as you might imagine. I find them totally fascinating as a window into and snapshot of their respective organisations, as well as revealing much about........

Observation Post - Is There Anybody There? - Why is it that when you ring some companies, some receptionists will pick up your call, but continue talking to one of their colleagues....... 

Making Your Mark - Re-tuning the Reception - If they're not already, what would it take to get your reception people to be more like the chap in the main story? Once you have.......