Customer-Centric Hack: Humanising CX Feedback (2min) In this week’s post Alex Allwood looks at the Good, the Bad and the Ugly of online customer experience feedback surveys and argues for a more …
Customer-Centric Hack: Humanising Customer Experience Feedback
I don’t know about you, but it seems that I am inundated with requests for customer experience feedback using online NPS and CSat surveys. This week alone I’ve received three …
Customer Experience News 125: Customer Segmentation, CLV, and Monetizing NPS
Customer-Centric Hack: Customer Segmentation for CX Mapping (2min) In this week’s post Alex Allwood argues that using Customer Lifetime Value (CLV) to segment high value customers focuses attention on the journeys that …
Customer-Centric Hack: Customer Segmentation for Customer Experience Mapping
Just back from my last customer journey mapping workshop for this year – a big shout out to all workshop participants who trusted the process, embraced ambiguity and learned how-to …