Amanda Davis: The Aligned Experience
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 WeissensteinOften, 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...
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....
Combating the ‘Amazon Effect’ to Close the Gap Between Customer Experiences and Expectations
The AMAZING is now the EXPECTEDThe age of the ‘expectation economy’ has turned what was once the amazing or unusual, into the expected. Can...
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...
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,...
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...
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...