The Benefits of a Customer-Centric Culture
What does a customer-centric culture look like, and what are the benefits of designing such a culture? Customer-centric companies put the customer at the center…
Category: Knowledge & Education
7 lessons from missed customer experience opportunities
Is customer experience delivering? What are the biggest challenges? What lessons can companies learn to deliver greater impact? I had the pleasure to have an…
CX: please can we have some excitement?
Imagine for a minute you are tasked with improving customer experience in your company. What would you try to achieve? You know you need to…
Four tips to make Lean more customer-centric
Lean and BPM practitioners need to add to their toolbox In Part 1 of this series we examined basic evidence that supports whatcould be construed…
The reductionist flaw at the heart of Lean
In the first part of this series on Lean and its impact on customer experience we examined basic evidence that supports what could be construed…
C minus for CX?
Isn’t it time Customer Experience figured more in schools? Imagine for a moment that you are back in your teens and you are considering what…
Value Engineering and the Customer’s Emotional Journey
Many companies still fail to recognise the influence of customers’ emotions in their buying behaviour and don’t have the slightest idea of the importance of…
The Elusive 360-Degree View of Customers
Many companies are focusing on the customer experience these days in some way, shape, or form. Most of them know that it’s necessary to deliver…
The real need for developing Customer Experience learning in Customer Experience for the future
Customer Experience is a classic example of a subject that has arrived very late into the international world of business. As I always say, it…
What the NHS can teach us about customer relationship management
When you think of the UK’s National Health Service (NHS) then excellent customer relationship management is probably not the thing that springs to mind. Talk…
