Our CEO and author of Customer Experience is the Brand, Alex Allwood, caught up with Alan Kohler for Qantas Radio to discuss Customer Experience.
In the interview, Allwood talks about how the customer journey has changed and how reviews and recommendation from family and friends influence brand choice.
The discussion also covers: the expectations of today’s customers, delivering a brand promise seamlessly across all customer interactions, co-creation, personalisation and “outside-in” culture alignment to shift business focus from product to customer-first.
First Published: https://goo.gl/GFQLl7
About the Author
Alex Allwood
Alex Allwood’s focus is connecting customer and culture to empower customer-centric growth. Working with B2B2C, Alex helps improve experiences that enhance customer value and distinctively differentiate. With a 20 year track record in leadership, operations and marketing, Alex’s strength is developing customer experience strategy: customer understanding and empathy, experience vision and guiding principles and the customer narrative to enable collaboration and alignment. Alex is principal of the customer experience consultancy, All Work Together; has authored the book Customer Experience is the Brand, regularly facilitates Customer Journey Mapping workshops and is a speaker on customer-centric transformation.
