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Amanda Davis

Amanda Davis

Amanda writes and shares Thought Leadership, drawing on her 15 years of coaching, guiding, mentoring and consulting for clients in various sectors and sizes around the world. She helps establish organisations understand how to connect to customers; find ways to align their expectations with the culture & capability of the organisation. She has a particular focus on customer experience transformation in the digital age, ensuring that technology development starts and finishes with the customer. Amanda has been a regular featured columnist and advisor for Customer Think since 2018.

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?...

Forget on-line vs. bricks-and-mortar. The most integrated customer experiences will win in UK retail.

Source: Shutterstock Yesterday, March 23 marked one year since our UK Prime Minister, Boris Johnson, declared the first UK-wide lockdown to control the rapid spread...

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....

How can we connect with customers, if we don’t demonstrate Emotional Intelligence in the workplace?

A New Year often marks a time when we do some self-reflection and I’m sure going into 2021 with hopes of a Covid-free life,...

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…

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,...

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