In developing a customer retention strategy leading companies use a combination of metrics to measure customer retention – metrics first then the retention strategy. Customer retention is a critical metric …
Customer Experience News 240: Holiday Reading: Books That Inspire, Better CX Governance and US President’s CX Agenda
Books That Inspire Me: Holiday Reading (2min) There are 4 books in particular that helped Alex shape the narrative and inspired her thinking for her latest book, Customer Empathy: A …
Customer Experience News 239: CX Predictions 2022, HBR: Low-Profit Customers, What Successful CX Leaders Do
Forrester: CX Predictions 2022 (2min) Yes, it’s that time of the year again. We promise this article and Alex’s 2022 CX predictions, will be the only two posts of this …
Inspirational Books and Applying Learnings in Customer Empathy
In writing my latest book, Customer Empathy: A radical intervention in customer experience management and design, there were four books in particular that helped me shape the narrative and inspired …
Customer Experience News 238: CX Programs – the State of VoC, Top 10 Aussie CX Brands and IKEA & Bad Customer Behaviour
CX Programs Are Big Hat And No Cattle (3min) The headline of this good read published in Forbes caught our eye. It aptly sums up the state of VoC. Whilst …
Customer Experience News 237: Dirty Experience Design Secrets, Customer Deception and the Impact of Empathy
Dirty Experience Design Secrets (2-3min) A must-read from FastCompany for CX, Service Design and Experience Design folk. Alex read this article and gasped at the ‘dirty secret’ the author claims …
Customer Experience News 236: Facebook Slammed, Customer-Led Innovation Driving Profit and Save the Date!
Profits Before People: Facebook Slammed (2min) This breaking news confirms what we have all suspected, Facebook puts ‘astronomical profits’ over people. Whistleblower Frances Haugen, recently shared thousands of pages of …
Customer Experience News 234: Is CX Replacing Advertising?, Poor CX Costing Trillions in Sales and IDEO on Designing for Impact
Is CX Replacing Advertising? (2min) Using big brand examples such as Tesla, Uber, Airbnb and Deliveroo, the author ponders the question on the future of advertising. If these outperforming brands …
Customer Experience News 233: Journey Mapping vs Touchpoint Mapping, CMOs Seat at the Table & Turning Customers into Profit Peaks
Journey Mapping vs Touchpoint Mapping (2-3min) An excellent read. This article for Customer Think takes a deep dive into the differences between customer journey mapping vs touchpoint mapping; as the …
Customer Experience News 232: CEO’s Who ‘Do’, Empathy vs Sympathy What’s the Difference and Sign of the Times
CEO’s Who ‘Do’ (2min) After a couple of weeks’ absence globetrotting the virtual stages of the world, Alex is back at her desk. This week she discusses how two client …