Why Customer Experience transformations stall?
In this follow-up to my article titled “Has Your CX Transformation Stalled?” I continue to outline why customer experience transformation efforts stall or slow. In…
Category: Knowledge & Education
The risks of taking loyal customers for granted
One would always assume that the more loyal the customer, the better service they may expect to receive from the organisation they have been so…
Habituation and the risk to customer experience
I watched a really interesting TED talk by Tony Fadell, originator of the iPod, the other day. In it he was talking about a process called…
Would NPS be better if its scale only had three numbers?
A question I have been asking myself recently is: Would Net Promoter Score (NPS) be better if it’s scale only had three numbers? Now, before…
Customer Experience and Net Promoter Score (NPS)
I don’t agree with statements like “Net Promoter is now the worldwide standard for organizations to measure, understand and improve their customer experience”. I do…
Do you really know your customers?
Steve Jobs said: “Get closer than ever to your customers. So close that you tell them what they need before they realize it themselves.” He…
Why BTOB businsses need to think like BTOC in the next decade?
According to Gartner at least 80% of BtoB buyers now expect the same buying experience as BtoC customers in 2019. Gone are the days when BtoB organizations…
How to ensure your refund experience creates happy and loyal customers
Ever wondered why companies so often have great products and create fairly good in-store experiences but when the customer wants to return items, it seems…
How to design the retail experience of the future
In preparation for this article about omni-channel experience for future retail, I thought first about the definition of omni-channel customer experience. I wanted to share…
Applying journey analysis to determine the impact of an ERP merge
I was recently asked to join an ERP merge project as my client was concerned that they didn’t have sufficient and appropriate change management and…