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…
Tag: customer experience
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…
The Case for Customer Experience V2.0
It’s time for an upgrade I have sat in an increasing number of meetings in the last months where business heads have asked the same…
Build a community and you won’t need customers
Instead, you’ll have committed fans who’ll go the extra mile for you Here’s a heart-warming story from my recent holiday – and I promise it’s…
How NOT to communicate with customers
Why do so many businesses make us feel like we are not important – every day? I have had recent customer experiences with major companies…
New to Customer Experience? Three ideas to give you that vital edge
CX can bring massive benefits but BEWARE – don’t follow the herd Everyone knows something about Customer Experience (CX) – at least the most well-publicised…
Customer Experience is stalling around the world! What next?
We identify five actions to get on the road to customer-centricity Customer Experience (CX) is apparently stalling around the world. The concern started with Forrester’s…
Building passenger confidence for customer success
Recognising the impact of hidden disabilities on passenger confidence levels at our airports makes ethical and business sense How can airports and airlines tell if…
What makes customer-driven companies so hard to build?
Lazy thinking would suggest leadership but the reasons are more subtle It makes depressing reading. Virtually every survey I read hammers the same fact: customer…