CX skills builder: How to articulate your CX value & secure your budget
In CX SKILLS BUILDER: OWN THE CUSTOMER EXPERIENCE we urged you to find CX problems and fix them instead of diagnosing and mapping them. That…
Tag: customer experience
CX Skills Builder: you may have a CX job & not know it.
In last article we talked about the identity crisis of CX professionals and we urged you to fix any small problem or seam on the customer…
CX Skills Builder: own the customer experience
Often, Customer Experience professionals do not believe that they can improve customer experience by impacting the experience design for their customers. Why? What causes this…
What is big data and why should I care?
Big data has become part of our daily language. We read about it. We see companies that are “experts in big data.” LinkedIn is filled…
A single story
A few years ago, I had the enormous privilege of seeing Chimimanda Ngozi Adichie speak about her latest novel. I knew nothing about her except that she…
How often do you offer genuine hospitality?
Nick Bush fills up with hospitality, but wants more Having grown up in a hotel and then a restaurant I am, more than most people…
Can CX save us from a bleak future?
Dystopian visions send Nick Bush a warning about the future of customer experience I misread a message from a colleague yesterday telling me that Gordon…
To keep your fickle customers, focus on repeatable great experiences
Customer loyalty may be overrated, but achieving it is still a challenge Residents of my little pocket of south London are lucky to have a…
Are you an inspirational customer?
Customers should be better at providing meaningful feedback – and service providers should make it easier for them to do so Another caffeinated customer experience gave me a…
Wake up and smell the cologne… how are you inspiring your customers?
“Magic moments” are not the be-all and end-all of customer experience – but they are important Wednesday in Wimbledon – I’d say wet if I…