Thursday, March 8, 2012

CX in Action - UK

My good friend and colleague Sandy found this at London Heathrow yesterday. Nothing I love better than a company that is willing to put it out there, warts and all. This has all the elements of success, goals that appear realistic, driving internal competition between terminals, inviting direct and immediate feedback from the customer. I think it's a big jump for companies to put it out there and invite feedback, especially when it's a work in progress and seeking feedback from weary travelers, the ultimate trapped customer, is especially brave! So kudos to London Heathrow. Click the image to enlarge.

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