Rail ticketing has always been about asking the passenger where they’re going.But from now on, it should not need to ask. It should know. Here's why....
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Exploring the end-to-end customer journey is crucial to understanding customer experience. This article uses a Loews Hotel Group case study to illustrate how such insight can drive a more distinctive proposition.
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Rail travel in Switzerland (known as SBB) is widely recognised as being one of, if not the best networks in the world. But what do Swiss people themselves think about it? Curiously, not very much.And there lies the clue........
Read MoreWhat happens when a problem occurs with your customer service?Rather than react to problems ad-hoc, we advocate designing apology management directly into the experience. Here are three audit themes we’ve used to help design the 'delivery of apology'.....
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