Customer-Centric Hack: Humanising CX Feedback (2min) In this week’s post Alex Allwood looks at the Good, the Bad and the Ugly of online customer experience feedback surveys and argues for a more …
Customer-Centric Hack: Humanising Customer Experience Feedback
I don’t know about you, but it seems that I am inundated with requests for customer experience feedback using online NPS and CSat surveys. This week alone I’ve received three …
Customer Experience News 129: Emotional Connection, Which Journey to Map & CCO to CEO
5 Ways to Forge an Emotional Connection With Customers (3min) This article from Forbes details five ways businesses can forge an emotional connection with customers to gain insights that inform better experience design, improved communication …
Customer Experience News 128: Bain Research, Customer Value and Top 10 CX Podcasts
Bain on Delivering Customer Value (4-5min) This report from Bain, using data from a recent survey of more than 45,000 US consumers, explains the concept of ‘Elements of Value’ and shows how …
Customer Experience News 125: Customer Segmentation, CLV, and Monetizing NPS
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-Centric Hack: Customer Segmentation for Customer Experience Mapping
Just back from my last customer journey mapping workshop for this year – a big shout out to all workshop participants who trusted the process, embraced ambiguity and learned how-to …
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 …