CSMatt

I wrote a blog pre-COVID about the #ExperienceEconomy - customer experience & the correlation to employee engagement. Was that just a fad? 🤔

Had a really interesting conversation with a couple of friends last night in my #CustomerSuccess network. Under the pressure business are now under, has the focus & attention on #employeeexperience been lost? Some pretty poor scenarios playing out.

@wizzair The last 2 days of flying with you has been the worst flying experience I've ever had. For someone that flies weekly with work, that says a lot.

@British_Airways The issue is that at 00.30 last night no one was helping me yet there were spaces on both the 7.40 & 11am flights. It's only when I wake up at 5am that I'm told I'm on the 12.20 flight. I had to book something as I couldn't afford to wait for you. I'm booked on a BA flight.

@MattMyszkowski Hi Matt, I'm sorry to hear that your flight was cancelled. Our Customer Relations team would cover any reasonable expenses for accommodation and refreshments due to the cancellation. If you've booked alternative travel this would not be covered as we would offer rebooking options

Which one is it @British_Airways ? On time or delayed?

@British_Airways Booked my own flight home. Booked my own hotel in Amsterdam City Centre. I presume this all gets refunded.

@British_Airways Hi @British_Airways - so the flight was cancelled. Was told there would be landside support. No one to be seen. 4 hours after I should be home I'm walking in rain at the airport trying to find a hotel. Phone support useless. Told to keep any receipts but couldn't actually help.

#RealTalk #CSMattSaysSo

The everlasting, ever-increasing debate on Business Reviews (quarterly or otherwise) continues. I am still reading posts on a seemingly daily basis saying, they are just not worth it, your customers don’t want or need them. Is that the case, or do we jus…lnkd.in/efd-z2JT

Massive fan of Stephen M. R. Covey so seeing this framework in such a engaging way is 🔥🔥🔥 lnkd.in/eENFVtT7

This! #CustomerSuccess lnkd.in/evbq4-vR

It's not weak to speak. And ask twice. #MensMentalHealthWeek lnkd.in/g2aRpU2F

The last few months have definitely sorted some people out....

#CSMattSaysSo #RealTalk The way you communicate is a standard you choose. The time you arrive is a standard you choose. The way you dress is a standard you choose. The way you prepare is a standard you choose. The way you work is a standard you choose. Standards are a choice.

For a variety of reasons it's not been the greatest 2023. #MentalHealth is something I've had my own struggles with over the years & anxiety is definitely a feeling I can relate to. Life is tough for so many now for so many reasons. A big change for me i…lnkd.in/ejJ7jabd

I've moved from coping strategies to preventative actions. Whether it's my diet, my exercise or the people I choose to not be around, or the work I want to do, all of these keep me on track & help me manage my anxiety. #MentalHealthAwarenessWeek 💚 #ToHelpMyAnxiety

For a variety of reasons it's not been the greatest 2023. Mental health is something I've had my own struggles with over the years & anxiety is definitely a feeling I can relate to. Life is tough for so many now for so many reasons.

This. Just this. 👇🏽👇🏽👇🏽 lnkd.in/eCb6qhXp

As a fan of FranklinCovey's #4DX framework, this is very much aligned to the idea of impacting the #WildlyImportantGoals #WIGs through moving the needle on the leading indicators. Figuring these out aren't as easy as you may think though. When you do th…lnkd.in/d-YVqDmh