Amanda Davis: The Aligned Experience

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 model has been around since the 1770s. It was originally established in London as a way to expand newspaper sales....

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 hit and we experienced a purchasing shift from traditional brick-and-mortar stores to e-commerce brought about by the global population being...

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 weeks, I've used WhatsApp for the first time. I have found WhatsApp to be a great way to engage intuitively...

I had a recent experience with a prospective client. They are a large global (bricks and mortar to digital) retailer who told me that they needed to map their "end-to-end customer journey". They said they wanted a "deep understanding of the emotional experience" and...

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, hiding away from the customer when things go wrong, inefficient and complex processes and inconsistent customer experiences -- recognise any...

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? Why is it that we still see market launches that are developed by extremely clever people in product planning, product...

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. If you enter this online world of Airbnb, you can easily come across the stories of guests, hosts, and people...

My final article for the year was due to address ‘Aligned Leadership’ - that’s to say what does it take for you to be a great leader in a customer-centric organisation.  Then came along the US election. For the first time, our (British) family has...

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 lockdown”. Normal must be one of the most used terms in 2020. I hadn’t thought about lockdown as being my...

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 we finally settle into some stability. It is looking increasingly like life is going to be in this current holding...

Overnight, we lost our regular routines – our daily coffees, date night out, weekly shops, Fridays at the pub with friends and our Sunday at the gym. Lockdown has forced us to change our habits, but is the change temporary or will it be...

If employees feel they have genuine ownership of customer problems, can address them as they arise and are given the knowledge and tools to take action, they’re more likely to make customer focus fundamental to their day to day working routine. They will probably...

According to a new study from Harvard Business Review and FocusVision, leading global organisations see customer insight as key to business success. Other organisations, however, are missing out on the opportunity to turn widely available (big) data into insight , which in turn can...

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...

“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…

“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...

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…

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...

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…

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...