Rants & Raves

Rants & Raves are anecdotes about how businesses treat their clients (usually me) with the intent to foster conversation and education about the importance of building and maintaining a strong, positive Customer Experience. Regardless of industry, turnover, or geographical location, your relationship with your clients is the cornerstone of your business success. I hope Rants & Raves provokes thoughts and solutions for your own business’ Customer Experience (CX) as well as cautionary tales.

I’m not here to name and shame (Rants have names removed or changed) but I do lavish public praise when appropriate.

These are all my own experiences, unless otherwise stated, but if you’d like to submit an experience of your own, I’d love to hear it! You can email it to me at  barbara@lunacustomerexperience.co.uk.

I’ve seen The Light

How do you make a simple trip to the cinema a delightful experience? Usually, a trip to the movies involves turning up 20 minutes before your showtime, queuing for tickets, disappointing popcorn, and some kind of fizzy sugar and plodding to your seats which start to feel uncomfortable an hour into the film, but The Light in Sittingbourne has flipped the pre-movie experience on its head.

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Just the Fax, Ma’am

I don’t know about you, but I am notoriously bad at cancelling unnecessary subscriptions in a timely fashion. I find the process of having to call, being asked for information I can no longer find, and listening to attempts to persuade me to change my mind aggravating.

Read More Just the Fax, Ma’am