John Maynard Keynes famously said that our biggest problem in the future would be how to spend our leisure time, as we would only be working 15 hours each week.
Unless by 'working' he meant 'commuting', the opposite seems to be true. And a few weeks ago, I went on a trip that made me realise this same reverse progression may be happening in customer experience too.
We were on a family day out on one of those delightfully old steam trains. The journey began with a friendly guard welcoming us on board, checking our tickets, and showing us to...