Customer success: the cornerstone of “21st Century Capitalism”
It would work just as well for socialism too It’s party conference season in the UK at the moment, a few weeks where I get…
Category: Knowledge & Education
Do you really need to be customer-friendly?
Don’t confuse being customer-centric with being customer-friendly It’s those four little words. So many senior execs have uttered them in some shape or form in…
When disruption strikes, will you be ready?
Best to assume it’s a constant feature of business Picture the scene: an early 21st Century music industry boardroom where a young executive is trying…
The Case for Customer Experience V2.0
It’s time for an upgrade I have sat in an increasing number of meetings in the last months where business heads have asked the same…
Ten tell-tale signs that show you’re not that customer-centric
It’s not what you say, it’s what you do (or don’t) Are you customer-focused, customer-driven or customer-centric? If you’re any of those things that’s probably…
Build a community and you won’t need customers
Instead, you’ll have committed fans who’ll go the extra mile for you Here’s a heart-warming story from my recent holiday – and I promise it’s…
Are you ignoring your vulnerable customers?
Stop pursuing the myth of the “ideal” customer Do you have a strategy for vulnerable customers? If not, then you could be missing out on…
New to Customer Experience? Three ideas to give you that vital edge
CX can bring massive benefits but BEWARE – don’t follow the herd Everyone knows something about Customer Experience (CX) – at least the most well-publicised…
Gamification: an often neglected silver bullet
Use Gamification to accelerate innovation and creativity – Customer Experience needs it! I will always remember the words of a stressed CEO of a highly…
Customer Experience is stalling around the world! What next?
We identify five actions to get on the road to customer-centricity Customer Experience (CX) is apparently stalling around the world. The concern started with Forrester’s…