Thank you Lumoa for including my latest book, Customer Empathy, in your list of Top 10 Must-Read Customer Experience Books. TOP 10 Must-Read Customer Experience Books: 1. Customer Experience 3 2. …
Customer Experience News 226: Atlassian Pivots on Performance Reviews, Communicating Price Hikes to Customers and Unravelling the Complexity of Customer Innovation
Atlassian Pivots on Performance Reviews (2min) We’re loving this! Atlassian is implementing a new system designed to better evaluate employee performance. The new strategy focuses on how well employees are …
Customer Experience News 225: Customer Empathy Mapping, Customer-Based Valuation and Lego on Customer Centricity
Using Customer Empathy Mapping (2min) It’s been a few weeks since Alex last shared her CX thinking here, and it’s been worth the wait! In this article, she deep dives …
Using Customer Empathy Mapping to Connect and Engage Teams
Getting a cross-functional team to come together, let alone work together for a common cause, such as customers and improving their CX, can be like herding cats. It can feel …
Customer Experience News 222: Post-Pandemic Customer Journeys, Making the CX Business Case and Human-Centred Design
Designing Post-Pandemic Customer Journeys (3min) This HBR article discusses the critical factors that define post-pandemic (post-2020) customer journeys and determine whether your organisation’s performance will be grounded or grow in …
Customer Experience News 221: Customer Data: Mining for Gold, CX in 7 Steps and Closing the Empathy Gap
Customer Data: Mining for Gold (3-4min) In this article for HBR, three AI heavyweights outline the primary problem in measuring CX. They propose a solution using unstructured data and applied, …
Customer Experience News 220: Transformation Failure, The Good, Bad & Ugly of Amazon and CX: What’s Holding Marketers Back?
Transformation Failure: Identifying the Causes (4-5min) The rate of transformation failure rate sits at around 70%. This HBR article examines the major causes of organisational change failure, recommends how to overcome …
Customer Experience News 219: Journey Mapping Research Methods, CX Priming, Foxtel’s Transformation and New CX Courses Online
Journey Mapping – Which Research Method? (3min) When customer data isn’t used in mapping the customer journey, then the mapping process is assumptive; that is, based on the business’s point of …
Customer Experience News 214: Mapping Customer Emotion, Are You a Servant Leader? and Fear and Loathing on the CX Trail
Mapping Emotion in the Customer Journey (2-3min) As a follow up to Alex’s recent article on Customer Journey Mapping, this week she takes a deep dive into mapping customer emotion …
Mapping Emotion in the Customer Journey
In my last published article, Customer Journey Mapping, Understanding how customers think, feel and experience, a number of Quickbite readers wanted to know more about how to capture emotion and …