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…
Tag: Article
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…
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…
Are you making CX too much of a hard sell?
Make it easy for your stakeholders and your job will become easier too Selling sand to Saudis? Carrying coals to Newcastle? Or just trying to…
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…
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…
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…
