A question of culture: assimilate or die?
Time to look at culture from an employee’s point of view A couple of years ago, I attended a evening of talks at China Exchange, a charity based in London’s Chinatown whose mission it is…
Tag: Article
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…
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…
Five great tips to grab senior management attention on CX
You need to brush up your sales techniques to get the right focus Have you heard any of these from senior stakeholders in some shape…
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…
Is your customer retention approach all wrong?
You might want to re-think your customer retention strategy If your customer attrition rate is higher than your competitors or if a well-meaning executive has…
The number 1 reason driving Customer Experience failure
Anybody who is in a customer experience leadership role knows their job is hard. Too much lip service. Too little action. Recommendations not getting acted…
4 simple ways you can increase your visibility
Developing your visibility in line with your brand, reputation or profile is essential. It’s not just because it’s good to be remembered. It’s also good…
Who is accountable for making the customer agenda really work?
It’s probably down to one person Last week one of my customers asked me a question: why are respected practitioners commenting that Customer Experience is…