CustomerFaithful

The true test of a set of company values is not whether they are bland and boring, or snappy and sexy. The test is in whether they are delivered. It’s how the values are put into actions that define the true spirit of a company.

One of the goals of customer experience design is to differentiate – to make a lasting impression that will live long in the memory. To achieve this, designers pay particular attention to the first and last impressions – these are the ‘bookend’ moments that bracket the experience in the consumers’ memory. If you get these [...]

2009 is turning out to be another wet summer in the UK, encouraging the annual migration of British tourists to fly off to warmer climes. Many of them will fly with troubled British Airways through its still-shiny Terminal 5, which handles some 30 million BA passengers each year. So who better than ‘the world’s favourite [...]