In the News – Boutique Bank’s Customer Care Fail (2min) At a time when empathy, transparency, communication and care for customers are the hallmarks of genuine customer-first companies, ASIC has lashed …
Customer Experience News 188: Forbes Ranks Top Corporate Responders, Shaping Remote Work and New World Impacts Profits & Growth
Forbes Ranks Top Corporate Responders (4-5min) Forbes has just released new research that ranks the 100 largest employers among US public companies based on how well they have responded to the …
Customer Experience News 187: New Consumer Sentiment Research, ‘New-Normal’ Customer Personas and Mapping Emotional Journeys
New Consumer Sentiment Research (4-5min) The first in a series of monthly posts by BCG highlighting the changes in Australian consumer sentiment; attitudes, perceptions and behaviours, brought about by the coronavirus …
Customer Experience News 186: CX Leads do DIY Listening, CX Strategy to Rebuild Customer Loyalty and Bupa Fast Tracks Experience Innovation
CX & Marketing Leads Do DIY Listening (3min) For this week’s opinion piece, Alex Allwood reports on her own ‘listen and learn’ conversations with CX and Marketing leaders. Allwood explains how their Do-It-Themselves …
Customer Experience News 185: CPI’s The New Customer-Centric Metric, Post Pandemic Predictions and Reopening: The Retail Marketing Challenge
The New Customer-Centric Metric (3min) This thought-provoking article from HBR argues that traditional metrics such as Net Promoter Score (NPS) do little beyond contributing to company-centric KPI’s. The alternative, as both …
Customer Experience News 183: Do You Have What it Takes to be a CCO?, Achieving CX Success in a Crisis and Winning in the Future
Do You Have What it Takes to be a CCO? (2-3min) From 2003, when there were fewer than 30 Chief Customer Officers globally, the demand for executive level CX leaders has …
Customer Experience News 182: CX Folk Report, Brand Marketing in the Crisis Economy, Proving CX Business Value & COVID-19 in Perspective
CX Folk Learnings (3min) How quickly things change! The second CX Folk Sydney meetup was forced indoors and online last week, with authors Alex Allwood (Customer Empathy), Jason Bradshaw (It’s All …
Customer Experience News 180: Empathy on the Front Line, Leadership in an Uncertain Future and Empathy in Action
Empathy on the Front Line (2-3min) From USA Today, some inspirational examples of how individuals across the US are responding to the unfolding COVID-19 crisis, by providing compassion, kindness and empathy …
Customer Experience News 179: Managing Customer Panic, Nudge Theory in CX and Systems Design
How to Manage Customer Panic (2min)In the current crisis, images of empty supermarket shelves, angry shoppers and early morning queues have dominated mainstream news and social media. This timely article …
Customer Experience News 169: Why Customer Empathy Matters, Canva Cross-Functional Design, AI Teaching EQ? and a Choice Quiz
3 Reasons Why Customer Empathy Matters (2-3min)Fresh off the press, in her new book, Alex Allwood argues that customer empathy is essential to realising the promised returns of CX effort. In this …