Expectation meets experience reality…

I was seduced by the pictures on the Ride & Slide website and we booked a Chalet holiday as a direct result. They included some pictures of what appeared to be high end restaurant level food, so high expectations but of course we didn’t really believe that it would be that good.

It is normal for us all to calibrate down even sub-consciously as we have all been disappointed before! So imagine the surprise when the amazing chef Lou produced this standard of food every evening. Her skill and attention to detail was truly outstanding…as you can see from the picture right down to the detail of the accompanying chocolate and raspberry sauce design :))

Of course we now want to go back and are madly recommending the Ride &Slide to anyone that will listen. #thinkdifferently

Ski food chalet

Attention to detail really matters…

On my recent trip to the French Alps it was great to find a restaurant with attentive staff and an understanding of how their previous experiences can be used to solve a customer problem even when you can’t actually stop the problem from happening and its not even your fault!! .

They spotted that one of our party had clearly forgotten her glasses and was having difficulty reading the menu – that full arm extension with the menu held as far away as possible is a bit of a giveaway! Discreetly the Maitre ‘D” popped over and offered a small selection of reading glasses that she had on hand for just such a situation, now that is experience by design;))


Not quite the image British Airways wants to portray…..

Lovely picture of BA airline food en route Jo’burg to Cape Town. All that cash on brand development turned into this experience. A case of better not bothering? They will say serving food in difficult conditions is the excuse,,,well coal miners solved that problem decades ago it was called the Cornish Pasty – maybe try that next time. I will be publishing a whole series in my 2016 theme of #thinkdifferently when it comes to customer experience,,,enjoy 😉

BA FoodCornish Pasty

It’s the little things that count…..

There I was sitting on the Eurostar on the way to Brussels and along came the breakfast tray, complete with lovely traditional English Tiptree jam (about as traditional as they come). Opened up the jar and what a lovely surprise a little breakfast message was printed on the inside of the lid – it really made me smile!! :))

Then my travelling companion opened his and he too had a message but a different one (I wont spoil the surprise by telling you what his said).

They didn’t need to do this and imagine the Boardroom discussion where the CFO in most company would say “what’s the cost, we don’t NEED to to do this” well clearly Tiptree decided they did and I for one am really pleased they did. Hope it makes you smile too!! #thinkdifferentlyTiptree Jar Tiptree message 2

Hello world!

Hi and welcome to my blog on customer experience and how you need to think differently to stand out from the crowd.  The blog will focus on ideas, innovations and themes in customer experience.  My book on this and more comes out in August and meantime I will be adding content designed to make you think and understand how attention detail really can make the difference.

The picture of the square water melon illustrates that you can reimagine experiences  – in this case a square water melon fit more easily into a fridge and doesn’t roll off the shelf!  The magic formula is simple grow it in a box and you transform the shape.