The Benefits of a Customer-Centric Culture
What does a customer-centric culture look like, and what are the benefits of designing such a culture? Customer-centric companies put the customer at the center…
Tag: customer experience
What if customers want more than excellent service?
This interview follows on from my recent interview – Customer experience doesn’t stop – Interview with Richie Manu – and is number 364 in the series of interviews with…
How Getting Recognition and Building Authority Can Advance Your Customer-Centric Culture
When I first conceived the idea for the article I wrote in my exclusive CustomerThink column in October 2016, I did not think I would…
What does being CXSA-certified involve?
Co-founder and CXSA Chief Knowledge & Innovation Officer, Hassan Mohammad explains CXSA’s approach to certification and some of the certification opportunities available. To register your…
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…