This survey conducted in September 2011 researched four main areas; 1. A rating on the overall customer experience received in 2011 in hotels, restaurants and visitor attractions in the South West of England. 2. A view on how which region delivers the best customer experience in hospitality. 3. Customer views on which areas of the business the hospitality [...]

Top 10 focused ideas to demonstrate your commitment to your people and your customers in National Customer Service Week 3 – 10 October.     1. Call or write to customers to thank them for their valued business and remind them of how important they are to your business.  Ask them if you could do anything better. [...]

“Focusing on our visitor experience resulted in best every summer of sales”  Simon Spiller, Owner. The Task: Otterton Mill is an award winning multi-purpose attraction in East Devon, offering a mix of food, arts and music outlets in an historic setting complete with a working mill.  It brings together ‘the best of South West food [...]

We created an experiential learning day for all employees to get buy-in to their roles and committment in developing a service focused culture

I am no expert but as my fourteen year old son researches where to buy a laptop from with his hard earned savings and my 17 year old daughter is a frequent purchaser of fashion, leisure activities, technology & dining (with considerable income from three part-time jobs while studying for A Levels) I examine the [...]

As the year draws to a close, lets take a moment to consider; What were some of the key customer experience issues that have challenged small and large organisations in new ways and what trends are here to stay?  1. Smart customers are leading the New World of Customer Experience 10 million online customers in the [...]