Customer Experience News 126: Customer Lifetime Value, CX Excellence Index & 7-Eleven

Alex Allwood ALEX ALLWOOD, Customer Experience News, Customer-Centric, CX, CX Leadership

Finding Value in Every Customer (4-5min) The Wharton School’s Peter Fader and Sarah Toms discuss their latest book, The Customer Centricity Playbook: Implement a Winning Strategy Driven by Customer Lifetime Value, and explain the …

With Amazon’s Imminent Arrival Are You Customer Experience Ready?

Alex Allwood #GrowthHack, Customer Experience, Customer Journey Mapping, Customer-Centric 0 Comments

There’s a lot of talk about Amazon decimating Australian retail with their seamless customer experiences and customer-led innovations. In this customer-centric #growthhack we explore leveraging customer insight for real competitive …

Customer Experience News 81: Netflix, Zappos, Virtual Reality and Loyalty

administrator Customer Experience, Customer Experience News, Customer-Centric, EMPATHY 0 Comments

Netflix a Customer-Centric Champion (2-3min) In contrast to the usual heavy handed policing of copyright and intellectual property in the video-on-demand space, Netflix demonstrates true customer-centricity in this ‘cease and desist’ …

Customer Experience News 77: The Customer-Centric CMO, Go-Jek & Future Retail

administrator Customer Experience, Customer Experience News, Customer Journey Mapping, Customer-Centric 0 Comments

Shaping the Customer-Centric CMO (3-4min) Customer-centric companies such as Amazon, Sephora and Starbucks are outperforming their competitors and setting the standard when it comes to understanding and satisfying customer needs and …

Customer Experience News 76: Sydney Workshop Wrap, Customer-Centric Leaders and AI

administrator Customer Experience, Customer Experience News, Customer Journey Mapping, Customer-Centric 0 Comments

Journey Mapping Workshop – WOW! (2min) Our first Customer Journey Mapping Workshop in Sydney this week was a great success. Everyone approached the day with enthusiasm – giving 100% energy, exploring new …