Are customers the source of happy ever after?
Finland, it seems, is the happiest place on earth. Yes, the Finns have topped the charts this year in the UN’s latest World Happiness Report…
Category: Knowledge & Education
Why you need culture not call centre training for customer-centric CX
You have some serious work to do before your customers experience your CX vision. First, you need to educate your organization on the core principles…
The death of high street retail? Bring it on!
The survivors of “retail hell” will be those that are prepared to change the way they think about customer experience Reports of the death of…
Subway CX kills chivalry in NYC
Liliana Petrova finds that the New York City subway’s customer experience makes customer behaviour worse Brands with values inspire customers who interact with them. Nike encourages us…
Whose clock are you on?
Customer journey designs ignore the customer clock at their peril Unless you’re afflicted by a particular neurosis you probably don’t spend every minute of the…
Making purpose part of customer experience
One retailer’s principled stand shows an intrinsic understanding of customer outcomes Aren’t orang-utans cute? Would you like one in your home? Well, now you can…
Why bother with customer journey mapping?
It’s a powerful technique, but only under certain conditions Be honest now: if I were to ask you where your customer journey maps are kept,…
Can customers win the fight against global warming?
Responsible use of data can help If there’s one thing that gets me going it’s being told I should change my behaviour in order to…
Get CX basics right and you don’t need to invest in “wow moments”
Liliana Petrova finds no amount of champagne can make up for poor service “Wow Moments” are a Customer Experience hot topic. Customer experience professionals ideate…
RoI from CX: it’s (not) just the numbers!
The process by which you get them is just as important Are you frustrated at the lack of attention from senior management for your customer…