Working in Customer Service, and focusing on adopting Customer Centric Thinking 24/7, I'm often surprised to see how badly customers are treated. Call me a grumpy old man but it frustrates me when I see how customers are ignored, not taken for granted,...

On one of my many trips by Eurostar through the Euro Tunnel, it was proven once again that Customer Experience Management is often working OK until something goes wrong... I mentioned before that companies should have a Customer Experience Recovery...