Amanda Forshew: The Aligned Experience

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 companies, their values are merely a set of words on a wall, for others, they come to life in what...

If You Think and Act as a Start Up, You’ll End Up Doing Things...

“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 experience with ‘older’, long-standing organisations that I have been more regularly dealing with. New brands are often free from…

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, as a business leader, you stepped into your own customers’ shoes? Have you attended a focus group or met personally...

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 half of companies are happy with the level of insight they have on the customer experience. Challenges to Effective Customer…

Don’t Let Obsession with Process Cut the Soul Out of Customer Experience

Where Is the ‘Emotion’? Over the last few years, fixing, streamlining, rationalising, the CX journey has been the focus of activity for many organisations. Investment emphasis has been functional in nature with activities aimed at removing customer frustration and streamlining processes. Quite rightly organisations...

Combating the ‘Amazon Effect’ to Close the Gap Between Customer Experiences and Expectations

The AMAZING is now the EXPECTED The age of the ‘expectation economy’ has turned what was once the amazing or unusual, into the expected. Can we remember a time when there was no iPhone, Google or Amazon; how did we get by? The likes of…

How to Sustain Customer Experience Improvements: Removing Pain or Reducing Effort is Not Enough

In a number of studies, we regularly see customer experience improvements made by brands in an individual year. Sometimes these improvements are made from an initial low starting point and are not sustained and the gap in customer expectations and delivery then actually widens...

What is Your Organisation’s Customer Cause?

What’s a customer cause? And should organisations have a stated one for their customers? According to Oxford Dictionaries, a Cause is defined as a ‘principle, aim, or movement that, because of a deep commitment, one is prepared to defend or advocate’. To be truly customer...

Is “Agile” the Key to Customer Experience Success?

Agile entails frequent interventions and collaboration between business and IT groups and requires company-wide acceptance of a test-and-learn approach. Agile’ as a methodology with its processes and practice has been around since 2001. It has been hugely influential and instrumental in software and technology...

Is “Dark Data” the Key to Closing Your Customer Experience Gap?

We start 2018 facing an experience gap – that’s to say a gap between what customers need from their experiences with brands and organisations and the quality of the experience that they actually receive. Improvement of customer experiences stalled from 2016 to 2017 in...

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