Processes over people leads to an unhappy customer

Posted 05.01.23

P&O Ferries CX review

Posted 08.11.22

HECK!toberfest- bringing to life the brand through a unique event

Posted 27.10.22

YOTEL: Customer Experience Review

Posted 21.09.22

Game of Thrones Studio Tour: exploring one of the greatest ever TV series

Posted 01.09.22

ABBA Voyage: Gimmie Gimmie Gimmie more!

Posted 16.08.22

Calcot Hotel & Spa - Pain Points, Aligned Brand Basics and Brand Amplifiers

Posted 22.07.22

Center Parcs: A minor blip, or the start of a slump?

Posted 17.06.22

Flight Club: let the competitive socialising games begin!

Posted 04.05.22

NCL: Sheer Bliss with the “Innovators in Cruise Travel”

Posted 25.04.22

RAC: Perilous peace of mind

Posted 14.02.22

Harry Potter Forbidden Forest Experience: The benefits and drawbacks of capitalising on a brand name

Posted 09.02.22

The Midland spa – a far cry from ‘uninterrupted relaxation’

Posted 15.12.21

Camden Brewery Tour: Tanks of Brand Personality

Posted 29.11.21

Process over people makes for an undercooked experience

Posted 19.11.21

Everyman cinema- Redefining the cinema experience and service expectations

Posted 12.11.21

Finding New Depth in Chocolate: Rabot 1745 CX Review

Posted 08.11.21

Buying a sofa… service matters

Posted 19.10.21

Fever: Mad Hatter Gin & Tea Party

Posted 28.06.21

There ain’t no holiday like a Parkdean Holiday!

Posted 09.06.21

Picturedrome: unmet customer expectations

Posted 21.10.20

Africa Alive: Brand amplifiers are roarrrr-some but don’t forget the customer experience brand basics

Posted 23.09.20

Escape to Freight Island: socially distanced heaven

Posted 21.09.20

My big day out in London

Posted 03.09.20

Allerton Hall - it's great to see you again!

Posted 13.07.20

Specsavers : proof that you can be anti-COVID whilst remaining on-brand

Posted 08.07.20

HSBC : Bringing the brand to life through tech

Posted 21.04.20

Six by Nico : The key principles to making Blue Ocean Strategy work in practise

Posted 10.03.20

Camera Obscura: an imperfect illusion

Posted 05.03.20

Avis: it couldn't get any worse!

Posted 13.02.20
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