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 Experience News 124: PayPal, Facebook Messenger, CSat & Great CX
How PayPal Champions its Customers (3-9min) In this McKinsey interview, PayPal CEO Dan Schulman, explains how putting the needs of customers ahead of certain business priorities has paid dividends, not only for PayPal’s …
Customer Experience News 123: Mass Customisation, NPS vs NetCNS and VoC
How Carnival Mass Customises Guest Experiences (3min) Cruise operator Carnival is now hyper-personalising guest experiences at scale with the recent launch of their high-tech Ocean Medallion. Experience guru Joe Pine explains how the device ‘efficiently, seamlessly and amazingly’ …
Customer Experience News 122: Gartner B2B Journeys, Southwest Airlines, Culture & Forrester
Gartner on the B2B Customer Journey (2-3min) Latest research from Gartner shows the widely-held assumption that B2B customer journeys are linear is fundamentally flawed. This article from Forbes uses the Gartner findings to illustrate what a B2B …
Customer Experience News 121: Bridging Silos, CXM Trends & Professional Development
Changing the Silo Status Quo (3min) In Oracle’s SmarterCX this week, Alex Allwood’s feature article explains why customer empathy is the key to bridging organisational silos that impede customer experience efforts and how empathy enables …
Customer Experience News 120: Customer Care, Unconscious Bias & Thomas Cook’s VoC
Have We Lost the Art of Caring? (2-3min) Empathetic leadership, argues Alex Allwood, is one of the key factors in driving customer-led organisational change. Using examples from both the public and private sectors, this article illustrates how a lack …
Customer Experience News 119: Customer Conversations, CX Transformation & Slack
Conversation the Key to Understanding Customers (2min) According to CX expert Jim Tincher, if you’re not actually talking to customers your journey mapping can be fatally flawed by false assumptions. To illustrate …
Customer Experience News 118: Emotion Graphs, Customer Care Metrics, CX & Data Security
#GrowthHack: Customer Emotion Tells the Story (2min) Alex Allwood writes on the importance of incorporating a customer emotion graph into your journey mapping to truly understand the customer relationship from the customer’s …
Customer Experience News 117: Empathy, AGL, Customer Journeys & Nike
When Empathy Matters Most (2-3min) A thought provoking article from HBR about one aspect of customer experience that even the most customer-centric organisations may not have adequately planned for. CX Leadership at AGL (3min) In CMO this …
Customer Experience News 116: Bain CX Trends, Zappos Culture & Medibank
Bain Reports on CX Tools and Trends (5min) The results are in from Bain & Company’s first comprehensive, global analysis of customer experience tools and trends. Executives at over 700 companies were …