Amanda Davis: The Aligned Experience
GenAI as a Catalyst for Workforce Enhancement: 10 People Strategy Considerations
We are amid a GenAI revolution. GenAI burst into our personal and professional lives so abruptly in 2022 that many companies are still playing...
Five Years of Customer Experience Reflections. Five Strategies to Consider for 2023
I published my first thought piece on CustomerThink.com back in April 2017, over 5 years ago. I was lucky enough to be asked to...
Are You Really Customer-Centric? Your Governance Model Reveals the Truth
You have a Chief Customer Officer or a CX department in the business, but everyone in the organisation is tinkering with all things 'customer'....
Sign Me Up! 10 Tips for Success with Subscription Business Models
Some of us are old enough to remember when subscriptions were limited to just sports clubs, newspapers and magazines. In fact, the subscription-based business...
Direct-to-Consumer: What It Means for Legacy Brands
According to McKinsey, 10 years of e-commerce growth occurred in just 90 days in 2020.
None of us can forget that in 2020 the pandemic...
What’s Up with WhatsApp Improving Customer Experiences?
I've used Twitter and FB Messenger as a quick way to connect with companies whenever I have needed to, but over the last 2...
Experience vs. Touchpoint Journey Mapping: What’s the Difference?
I had a recent experience with a prospective client. They are a large global (bricks and mortar to digital) retailer who told me that...
What Should the Future Customer Organisation Look Like?
Duplication of tasks, broken customer promises, over-promises, mis (or no) management of expectations, customer issues passed around, dropped without clear ownership, blaming other departments,...
5 Organisations that Design Solutions with Customers, for Customers
A new product, process, service or experience improvement should always start and finish with the intended end user or customer in mind, shouldn’t it?...
How to Connect with Your Customers Using Story Telling
Airbnb loves to share their host’s and guest’s stories.
Airbnb is a digital platform designed to facilitate bookings between guests and hosts. They connect people....
Worrier or Warrior: Which Style Makes the Best Leader for the Customer Job?
My final article for the year was due to address ‘Aligned Leadership’ - that’s to say what does it take for you to be...
Be Consumer Fit. Insights-Driven Organisations Grow 8 Times Faster than Global GDP
What’s your customer ‘normal’ and how can you stay on top of it?
I read a headline the other day saying that we have “normalised...
Are You Prepared for the Great B2B Customer Experience Reset?
There’s much talk online and in the press about how people’s experience during this COVID-19 era will impact a new ‘normal’ customer experience when...
Customers Will Remember Who Was There for Them, Long After COVID-19
Overnight, we lost our regular routines – our daily coffees, date night out, weekly shops, Fridays at the pub with friends and our Sunday...
8 Simple Ways to Inspire and Enable Employees to Deliver a Superior Customer Experience
If employees feel they have genuine ownership of customer problems, can address them as they arise and are given the knowledge and tools to...
Is Insight the Superfood for Customer-Driven Business Growth?
According to a new study from Harvard Business Review and FocusVision, leading global organisations see customer insight as key to business success. Other organisations,...
Company Values Are the “North Star” for Your Customer Experiences
Most companies have a set of ‘values’. These are intended to be the ‘essence’ of the organisation, the ‘DNA’ or its ‘manifesto’. For some...
If You Think and Act as a Start Up, You’ll End Up Doing Things Differently
“Everything started as nothing”
Ben Weissenstein
Often, I discover a new company or experience that truly stands out. They naturally lead me to compare the new...
Why Every Business Leader Needs to Experience How a Customer Feels
“When dealing with people, remember you are not dealing with creatures of logic, but with creatures of emotion”— Dale Carnegie.
When was the last time,...
Three Attributes of Best-in-Class Customer Listening
Do you have a ‘listening’ culture that’s prevalent across your business not just in a research, marketing or sales functions?
According to Confirmit, less than...