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…
Tag: customer experience
“Companies might cease to exist without customer experience in the future.” Navigating CX with Hussein Dajani (Video Series)
Over the course of his career Digital and Customer Experience Transformation Leader Hussein Dajani has achieved great career growth and corporate success by combining astute…
Understanding friction and reward in customer experience
In this interview with Richard Hammond and Rocky Howard, co-founders of Uncrowd, who are the the world’s leading experts on friction versus reward. Richard and Rocky…
Value Engineering and the Customer’s Emotional Journey
Many companies still fail to recognise the influence of customers’ emotions in their buying behaviour and don’t have the slightest idea of the importance of…
The real need for developing Customer Experience learning in Customer Experience for the future
Customer Experience is a classic example of a subject that has arrived very late into the international world of business. As I always say, it…
How buying on emotion led to one of the best customer experiences I’ve had.
I bought a painting recently. It was something of a celebratory purchase – my business has grown exponentially in the last few months, I’ve launched…
Nothing goes together like a bird feeder, chocolate and the Bossa Nova (?!)
One of the less stressful aspects of COVID-19 lockdown constraints has been the increased amount of birdsong and, I think, more birds in our tiny…
What the NHS can teach us about customer relationship management
When you think of the UK’s National Health Service (NHS) then excellent customer relationship management is probably not the thing that springs to mind. Talk…
Why you need a defined culture to do CX right
When designed and built correctly, customer experience expresses an organization’s brand. So, if your brand identity is playful and your copy has a witty voice, your…
Customer Experience measurement: why it is vitally important but badly done
When it comes to the profession that Customer Experience has now become, one of the most important and significant competencies required by all organisations is…