All posts tagged: Customer Experience

Young man in  black T-shirt with fashionable hairstyle

The Customer’s Catch 22

I have noticed lately that the answer given to customers these days is more and more often “not me, not my responsibility, not my domain, can’t help you”...

Handshake of business people struck a bargain

Mutti or why Customer Care matters

Mutti is my 93 year old grandmother. She still lives on her own and is very independent - in fact she only stopped driving last summer. She never asks for anything and never complains...


Is there anyone flying this plane?

I was directly affected by a recent airline strike, flying out when it started and flying in at its peak a few days later. What struck me the most was not so much the stress, the wait, the delays, the lack of communication...