Last week I posted this question on my LinkedIn profile, ‘How do you deal with in-moment customer feedback?’ What surprised me was the number of responses to this problem and …
Customer Experience News 157: Customer Hell!, Sephora Rewards, Storytelling in CX Conversation, Latest Employee & CSAT Research
My Husband’s Customer Hell! (3min)We’ve all been there, trying to make sense of a retail energy plan when the only thing you know for sure is that you’re likely to be worse off, …
Customer Experience News 126: Customer Lifetime Value, CX Excellence Index & 7-Eleven
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 …
Who Are We Really Innovating For?
First published in Oracle SmarterCX: https://smartercx.com/who-are-we-really-innovating-for/ Innovation still tends to be predominantly inward looking, used primarily to solve business problems and often confined to, and stifled within, siloed business units. At …
Customer-Centric #GrowthHack: Agile Customer Doing
Agile leadership is a prerequisite for managing rapid shifts in customer expectations. Typically, the first 100 days are critical in making a positive mark and creating sustainable, customer-centric change for …
Customer Experience News 100: CX Leadership, EI, Citi and McKinsey
5 Essential Qualities of a Customer-Centric Leader (3min) To introduce our 100th Quickbite this week Alex Allwood outlines the top five qualities business leaders will need to deliver customer-led transformation. Emotional …
Customer-Centric #GrowthHack: Customer Journey Consistency
My clients often feed back to me that delivering consistency across the customer journey, day-in and day-out, is much harder work than they expected. Customer experience consistency requires alignment …
With Amazon’s Imminent Arrival Are You Customer Experience Ready?
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 83: Amazon, People-Centricity, CX Leadership & Solving Silos
Amazon Update (3min) A Special Report from The Economist on how Amazon, the “Earth’s most customer-centric company” became what it is today – and how it plans to evolve into the …
Customer Experience News 81: Netflix, Zappos, Virtual Reality and Loyalty
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’ …
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