The Customer Journey – How [Not] To Create The Customer Experience at the new Eurostar Lounge in Gare Du Nord

If being “customer centric” is still being bandied about in boardrooms around the world, the reality is that most companies struggle to marry the mindset of “the customer is always right” with the quest for optimal profits. One of the ways … Continue reading

The New Eurostar e320 Train…. A Singular Example of Poor Design          

This winter, Eurostar finally started to roll out its new e320 train. Being a regular Eurostar passenger, I was very keen to experience the improvements. Notably, I was very excited to get wifi onboard…at last. According to their site, the design of the … Continue reading